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iPostal1 · 1 day ago

Mail Center Partners Team Lead - Customer Service

Suffern, NY

Full-time

Onsite

Mid, Senior Level

$21/hr - $23/hr

3+ years exp

iPostal1 is an established leader in the digital mailbox industry, headquartered in Rockland County, N.Y. They are seeking a Mail Center Partners Team Lead to oversee the daily operations of the customer service team, ensuring high service quality and operational efficiency while providing escalated support to customers.

Information TechnologyInternet

Responsibilities

Supervise daily operations of the call center floor, including managing workflow, monitoring queue volumes, overseeing agent availability, and ensuring adequate coverage across channels (calls, chats, email)

Provide direct supervision and support to Customer Service Agents and Senior Customer Service Agent, ensuring team clarity on policies and procedures

Serve as the primary point of escalation for complex or dissatisfied customers, taking ownership of de-escalation and resolution

Maintain team organization and focus by prioritizing tasks, redistributing workload, and communicating key updates and expectations

Monitor real-time team and individual performance by prioritizing workload, observing key KPIs, and identifying emerging trends. Escalate notable patterns or concerns to the Staples Customer Service Manager, who conducts formal monthly performance reviews

Stay up-to-date on Staples Tech updates and actively troubleshoot reported issues. Validate whether a concern reflects a true technical trend versus a one-off occurrence, create internal tickets when appropriate, and escalate verified trends or operational impacts to the Staples Support Manager promptly

Manage and maintain all communication channels with Staples, including the Staples Tech Freshdesk Group and Microsoft Teams. Serve as the primary liaison between iPostal1 and Staples partners, ensuring a consistent flow of information regarding technology updates, policies, procedures, and customer matters. Coordinate timely delegation of tasks, follow up on outstanding issues, and keep both the team and Staples informed of relevant developments

Foster a positive team culture, encouraging collaboration, accountability, and strong customer service standards

Perform additional tasks and responsibilities as assigned