Customer Service Team Lead
About Keen
At Keen, we don't just deliver services we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We're not a legacy BPO. We're a partner in growth and that's where you come in.
About the Role
We're hiring a Customer Service Team Leader to lead and develop a high-performing customer service team supporting a global client.
This is a hands-on leadership role for someone who is confident managing people, performance, client relationships, and day-to-day operational priorities. You'll use performance data to coach your team, identify gaps, manage escalations, and drive continuous improvement in a fast-paced environment.
What You’ll Do
- Lead, coach, and develop a team of Customer Service Agents
- Monitor and improve team performance, focusing on FCR, CSAT, QA, productivity, and other key metrics
- Conduct regular 1:1s, QA reviews, coaching sessions, and performance conversations
- Identify whether performance gaps are related to skill or will and deter
