The Customer Solutions Team Leader is responsible for leading and developing a team of Customer Solutions Guides while ensuring the delivery of exceptional customer experiences through effective escalation management, operational excellence, and continuous improvement. This role provides day-to-day leadership, coaching, and performance management to a team of advanced customer support professionals, ensuring complex customer issues are resolved efficiently and in alignment with business objectives. 

The Team Leader partners closely with Customer Support Leadership, Product, Engineering, Aftersales, Operations, Quality, and Training teams to improve customer outcomes, remove operational barriers, and champion the Voice of the Customer across the organization.

Key Responsibilities 

Team Leadership & Performance Management 

• Lead, coach, and develop a team of Customer Solutions Guides to consistently deliver exceptional customer experiences. 
• Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development discussions. 
• Foster a culture of accountability, collaboration, continuous learning, and customer advocacy. 
• Monitor individual and team performance against key performance indicators (KPIs), service levels, quality standards, and customer satisfaction metrics. 
• Manage attendance, scheduling, productivity, and workload distribution to ensure operational effectiveness. 
• Recognize high performance and address performance concerns through coaching and development plans. 
• Support recruitment, interviewing, onboarding, and ongoing development of new team members. 

Operational Leadership 

• Oversee the daily operation of the Customer Solutions team to ensure timely resolution of escalated customer cases. 
• Monitor team queues, case aging, and workload balancing to optimize service delivery. 
• Ensure compliance with established policies, procedures, documentation standards, and service expectations. 
• Analyze operational metrics and identify opportunities to improve efficiency, quality, and customer satisfaction. 
• Remove operational barriers that impact team performance or customer outcomes. 
• Support workforce planning and resource allocation during periods of changing business demand. 

Escalation Leadership 

• Provide leadership oversight for complex, high-risk, or executive-level customer escalations. 
• Guide Customer Solutions Guides through advanced troubleshooting and resolution strategies. 
• Partner with internal stakeholders to ensure critical customer issues are resolved efficiently. 
• Exercise sound judgment when balancing customer advocacy with company policies and operational priorities. 
• Ensure escalated cases are thoroughly documented and communicated to appropriate stakeholders. 

Coaching & Capability Development 

• Develop the technical expertise and customer service capabilities of Customer Solutions Guides. 
• Deliver real-time coaching using quality reviews, case audits, customer feedback, and performance metrics. 
• Identify knowledge gaps and partner with Training and Quality teams to implement targeted development initiatives. 
• Encourage knowledge sharing, collaboration, and continuous improvement across the team. 
• Promote best practices in troubleshooting, communication, documentation, and customer engagement. 

Cross-Functional Collaboration 

• Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues. 
• Represent the Customer Solutions team in cross-functional meetings and operational initiatives. 
• Escalate recurring product defects, process gaps, and customer pain points to appropriate stakeholders. 
• Translate customer insights into actionable recommendations that improve products, services, and support processes. 
• Track cross-functional initiatives through completion and communicate updates to leadership and team members. 

Continuous Improvement 

• Analyze customer trends, escalation patterns, and operational data to identify improvement opportunities. 
• Lead initiatives that improve workflows, escalation processes, customer experience, and operational efficiency. 
• Support the development and maintenance of knowledge base content, troubleshooting guides, and standard operating procedures. 
• Participate in pilot programs, process optimization initiatives, and organizational change efforts. 
• Share customer insights and operational trends with Quality, Training, and Leadership teams to drive continuous improvement. 

Customer Experience Leadership 

• Champion the Voice of the Customer across the organization. 
• Ensure the team consistently delivers customer interactions with empathy, professionalism, accountability, and ownership. 
• Promote customer-centric decision-making and reinforce a culture focused on delivering exceptional customer experiences. 
• Identify opportunities to transform challenging customer situations into positive outcomes that build customer trust and loyalty. 

• Minimum 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations within a high-growth, fast-paced, or complex customer support environment. 
• Minimum 2 years of experience leading or supervising customer support teams. 
• Demonstrated success managing complex customer escalations and leading high-performing support teams. 
• Strong understanding of escalation management, advanced customer support practices, and operational leadership. 
• Proven experience coaching, mentoring, and developing employees to improve performance and engagement. 
• Excellent verbal and written communication skills with the ability to communicate effectively across all organizational levels. 
• Strong analytical, critical thinking, and problem-solving skills with the ability to make data-driven decisions. 
• Experience collaborating with Product, Engineering, Operations, Quality, Training, and other cross-functional partners. 
• Proficiency with CRM platforms, ticketing systems, workforce management tools, reporting platforms, and Microsoft Office applications. 
• Strong customer-first mindset with the ability to balance customer satisfaction and business priorities. 
• Ability to thrive in a fast-paced, evolving environment while leading teams through change. 

Preferred Qualifications 

• Experience supporting automotive, mobility, electric vehicle (EV), or after-sales service organizations. 
• Experience leading Tier 2, Escalations, or Advanced Customer Support teams. 
• Experience driving customer support process improvements and operational excellence initiatives. 
• Familiarity with knowledge management systems, quality assurance programs, and continuous improvement methodologies such as Lean or Six Sigma. 
• Experience using customer insights and operational analytics to influence strategic business decisions.