Team Lead (Customer Service)

Description The Facility Services Operations Supervisor leads and mentors a team of Account Managers supporting multiple clients, ensuring high-quality delivery of repair and maintenance services. The role is highly client-facing, focused on relationship management, operational excellence, and service growth across accounts. You will act as an escalation point for client concerns, oversee service delivery and vendor performance, support account growth opportunities, and represent the company in virtual client meetings. This role also collaborates closely with Sales, Accounting, Operations, and Executive Leadership to ensure strong service execution and financial performance. Key Responsibilities Team Leadership & Development Manage, coach, and develop Account Managers to ensure performance and client satisfaction Conduct training, performance reviews, and regular feedback sessions Oversee onboarding of new clients and system training (ServiceSync WOM) Support recruitment and interviews for the team Ensure professionalism and strong client communication standards across the team Client Management & Service Delivery Oversee repair and maintenance service delivery for multiple clients Act as escalation point for client issues and ensure timely resolution Lead monthly client meetings and ongoing client check-ins Review feedback and identify service improvement opportunities Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations) Strengthen client relationships and identify upsell/growth opportunities Represent the company in Microsoft Teams and other client meetings Account & Operational Support Support execution of work orders and account management needs Manage vendor performance, expectations, and coordination Participate in after-hours on-call rotation Ensure quality assurance and service provider compliance Support onboarding, vetting, and development of vendor network Process, Projects & Continuous Improvement Lead or support operational improvement and business growth projects Improve workflows, processes, and service delivery standards Address operational issues with practical solutions Operational Oversight & Reporting Monitor account manager performance and SLA compliance Conduct weekly team performance meetings Prepare monthly reports on operations and performance Support budgeting, cost control, and profitability targets (15% margin goal) Maintain software/system oversight and participate in UAT testing Executive Collaboration Provide performance, client, and financial updates to leadership Support strategic planning and process improvement initiatives Identify service gaps and recommend business growth opportunities Coordinate closely with Accounting for accurate billing and reporting Additional Requirements Rotating on-call availability for after-hours support May handle additional projects or accounts as assigned by leadership Excellent English communication (written and verbal) Experience in Facility Management, Repair & Maintenance, or similar service industry preferred Background in Account Management, Client Success, or service delivery strongly preferred Strong leadership and people management skills Experience working with vendors, contractors, or service providers Strong computer literacy (MS Office, service platforms, virtual tools) Comfortable leading Microsoft Teams client meetings Ability to manage multiple accounts in a fast-paced environment Sales or upselling experience Preferred Experience Facility management / repair & maintenance operations Supervising or mentoring account managers Service/work order management systems Client relationship growth / upselling Virtual client-facing roles HMO with 1 free dependent upon hire Life Insurance 20 PTO credits annually VL and SL cash conversion Annual Performance-Based Merit Increases and Employee Recognition Great Company Culture Career Growth and Learning WFH, Night Shift