Suwanee, Georgia, United States
IDR is seeking a Customer Care Team Lead to join one of our top clients for an opportunity in Suwanee, Georgia. In this role, you will support a high-volume customer care environment by providing frontline coaching, handling escalations, and helping the team deliver consistent service outcomes. This is a hands-on “player/coach” opportunity within a large, well-established organization in the HVAC/manufacturing industry.
Position Overview for the Customer Care Team Lead:
- Provide day-to-day coaching, real-time guidance, and performance support for customer care advisors
- Monitor queues, inboxes, and case backlogs to help maintain service levels and timely customer responses
- Serve as an escalation point for complex customer issues and drive resolution through follow-up and coordination
- Support quality monitoring efforts, feedback loops, and continuous improvement initiatives
- Partner cross-functionally (training, quality, technical support, and other stakeholders) to improve customer experience
Requirements for the Customer Care Team Lead:
- 3+ years of experience in customer service, customer care, or technical support within a fast-paced environment
- Prior experience leading, coaching, training, mentoring, or serving as a senior/SME escalation resource for a team
- Demonstrated ability to manage escalations and de-escalate challenging customer situations with professionalism
- Experience using customer support tools such as CRM systems, knowledge bases, and reporting/dashboard tools
- Strong organizational, communication, and multitasking skills with proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
