At Sun Coast Sciences, our mission is to help people feel, look, and live their healthiest, most energetic versions of themselves — no matter their age. We create science-backed wellness products that truly make a difference, and we back them with a customer-first approach powered by integrity, empathy, and care.
Customer Happiness Team Lead
Location
United States + 259 moreAll locations: United States, Afghanistan, Åland Islands, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua And Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Plurinational State Of, Bosnia And Herzegovina, Botswana, Bouvet Island, Brazil, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (keeling) Islands, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Côte D'ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Holy See (vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Islamic Republic Of, Iraq, Ireland, Isle Of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People's Republic Of, Korea, Republic Of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, The Former Yugoslav Republic Of, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Federated States Of, Moldova, Republic Of, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Réunion, Romania, Russian Federation, Rwanda, Saint Barthélemy, Saint Helena, Ascension And Tristan Da Cunha, Saint Kitts And Nevis, Saint Lucia, Saint Martin (french Part), Saint Pierre And Miquelon, Saint Vincent And The Grenadines, Samoa, San Marino, Sao Tome And Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, Spain, Sri Lanka, Sudan, Suriname, Svalbard And Jan Mayen, Swaziland, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Province Of China, Tajikistan, Tanzania, United Republic Of, Thailand, Timor-leste, Togo, Tokelau, Tonga, Trinidad And Tobago, Tunisia, Turkey, Turkmenistan, Turks And Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Bolivarian Republic Of, Viet Nam, Virgin Islands, British, Virgin Islands, U.s., Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe
Posted
6 days ago
Salary
Not specified
Seniority
Lead
No structured requirement data.
Job Description
Role Description
The Customer Happiness Team Lead supports the Team Manager by helping oversee the daily operations and performance of the Customer Happiness team. This role focuses on maintaining consistent workflows, monitoring performance metrics, and ensuring that established procedures are followed across the team.
As a key operational support partner to the manager, the Team Lead helps identify trends, troubleshoot issues, and ensure customer interactions are handled accurately and efficiently. This position works closely with frontline agents while helping maintain visibility across tickets, orders, and internal systems in a fully remote environment.
The ideal candidate is organized, detail-focused, and dependable, with the ability to track multiple moving pieces while maintaining clear communication and follow-through.
Key Responsibilities
- Assist with operational support requests and administrative tasks.
- Monitor team performance and identify trends, concerns, or opportunities for improvement.
- Support customer escalations, including handling supervisor calls and complex cases.
- Track and report on team KPIs, highlighting trends or performance outliers.
- Participate in QA calibrations to maintain consistency in service standards.
- Support coaching conversations and skill refreshers for team members.
- Mentor new hires after training to help reinforce processes and expectations.
- Maintain engagement within remote team environments using tools such as Slack and Zoom.
- Lead team huddles or daily stand-ups when the manager is unavailable.
- Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements.
- Identify patterns in customer feedback and communicate potential process improvements.
- Review workflows and flag inefficiencies or bottlenecks.
- Perform additional duties as assigned to support team operations.
Qualifications
- High School diploma or equivalent required.
- Business, operations, or customer service coursework preferred.
- 3+ years experience in a call center or customer support environment.
- Previous experience mentoring or supporting team members strongly preferred.
- Strong organizational and time-management skills.
- Ability to manage multiple tasks while maintaining accuracy and follow-through.
Requirements
- Operational Reliability: Maintains consistent processes and ensures tasks are completed accurately and on time.
- Attention to Detail: Tracks performance metrics, customer feedback, and workflow patterns with accuracy.
- Team Support: Provides guidance and support to team members while reinforcing established procedures.
- Clear Communication: Communicates observations, updates, and recommendations clearly with both agents and leadership.
Core Values
- We’re Obsessed With What People Respond To
- We’re Scrappy
- We’re Kaizen
- We Follow Through
- We Give a F*ck
- We Win
Job Requirements
- High School diploma or equivalent required.
- Business, operations, or customer service coursework preferred.
- 3+ years experience in a call center or customer support environment.
- Previous experience mentoring or supporting team members strongly preferred.
- Strong organizational and time-management skills.
- Ability to manage multiple tasks while maintaining accuracy and follow-through.
- Operational Reliability: Maintains consistent processes and ensures tasks are completed accurately and on time.
- Attention to Detail: Tracks performance metrics, customer feedback, and workflow patterns with accuracy.
- Team Support: Provides guidance and support to team members while reinforcing established procedures.
- Clear Communication: Communicates observations, updates, and recommendations clearly with both agents and leadership.
- Core Values
- We’re Obsessed With What People Respond To
- We’re Scrappy
- We’re Kaizen
- We Follow Through
- We Give a F*ck
- We Win
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