Chick-fil-A Corporate Support Center · 8 hours ago
Team Leader, Customer Support and Recovery
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
3+ years expChick-fil-A Corporate Support Center is seeking a Team Leader for their Customer Support and Recovery department. This role involves leading a team of Customer Support Agents, maximizing performance, coaching team growth, and supporting strategic initiatives to enhance customer experience.
Customer ServiceFood and BeverageHospitalityRestaurantsSnack Food
Responsibilities
Provides daily direction and insights to a team of in-office and remote Customer Support Agents
Create team goals and collaborate on individual goals across the team to achieve business and department goals
Engage with team via 1:1 meetings, team meetings and digital channels to:
Review and coach to key metrics in the areas of speed, accuracy and experience
Remove roadblocks and support team in their core work
Reinforce the purpose, vision, mission, values and goals of department and business
Provide meaningful feedback on a regular basis, as well as a part of the yearly review cycle
Act as escalation point for all requests and incidents related to frontline customer support
Assist in hiring and onboarding customer support agents
Oversee the overall performance of the team’s tickets and calls
Manage SOP adherence, queue management
Monitor analyst’s cases and calls for possible coaching/training opportunities
Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role
Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics
Provide input into strategic direction of team
Collaborate on special projects and cross-functional teams within the department and around the business
Maintain focus on continued process improvements and effortless experience for the customers we serve
Work closely with Workforce Management to make sure proper staffing and coverage is in place for customer support
Recognize employees for exceeding expectations and/or creating remarkable experiences
Qualification
Required
Bachelor's degree
3 or more years of experience
Call Center or Technical Support Management experience required
Flexibility in schedule, including but not limited to occasionally working evenings up to 10pm and being on-call Saturdays
Working knowledge of Microsoft Office
Ability to work independently with minimal supervision
Effective time management skills
Preferred
Bachelor's degree in IT; Computer Information Systems; Business, Marketing or related field
In addition to overall work experience, 3+ years Help Desk/Call Center experience preferred
Customer service experience
Hospitality and/or Chick-fil-A restaurant experience, a plus
Company
Chick-fil-A Corporate Support Center
At its Atlanta headquarters, known as the Corporate Support Center, Chick-fil-A, Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andrew Cathy
CEO
Brent Ragsdale
Senior Vice President, Chief Financial Officer
Recent News
2026-01-11
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2026-01-07
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