Senior Customer Support Specialist / Team Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Any

SALARY

7+/hr

HOURS PER WEEK

40

DATE UPDATED

Apr 17, 2026

JOB OVERVIEW

About the Role
Charm is hiring a Customer Service Team Lead to support a US-based pool equipment manufacturer specializing in pool pumps and heat pumps. You will be the founding CS hire on this account, which means you're walking into a build-it-as-we-go environment with clear runway to grow a team underneath you as call volume scales.

Your day-to-day centers on inbound phone calls from US customers. Roughly 80% of calls will start as information-gathering: intake the issue, capture the right details in Zendesk, and loop in the client's internal sales, technical, and service teams through Microsoft Teams for live or near-live answers. As the product knowledge base matures over the first 60 to 90 days, you'll transition toward handling more calls end-to-end independently.

This role is ideal for a senior CS professional who wants to anchor a growing account, bring structure to ambiguity, and grow into managing a team.

Key Responsibilities
• Handle inbound customer service calls from US-based customers, primarily covering pool pumps and heat pumps
• Capture and document customer information accurately in Zendesk using existing forms, fields, and macros
• Escalate technical questions through a dedicated Microsoft Teams channel to reach sales reps, technical specialists, and service staff
• Send follow-up responses via email once answers are gathered, using approved templates and macros
• Flag patterns in customer inquiries to inform knowledge base development
• Maintain high standards for ticket quality, response time, and customer experience
• Collaborate with Charm leadership on SOP refinement and performance reporting
• As the account grows, help interview, onboard, and mentor additional agents

Why This Role
You're coming in as the founding CS hire on this account. We're looking for a self-starter with a strong work ethic who cares about building lasting teams. If you execute, you won't stay solo for long. Charm's goal is to build a team around you over the next 6 to 12 months, and the person who proves out in this seat gets first dibs on leading that team.

If you're interested, please view the requirements and apply here: ----------

SKILL REQUIREMENT
Zendesk Email Support Phone Support
VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin
  BENCHMARKS  
Loading Time: Base Classes  0.0010
Controller Execution Time ( Jobseekers / Job )  0.0315
Total Execution Time  0.0332
  GET DATA  
No GET data exists
  MEMORY USAGE  
1,497,816 bytes
  POST DATA  
No POST data exists
  URI STRING  
jobseekers/job/Senior-Customer-Support-Specialist-Team-Lead-1626507
  CLASS/METHOD  
jobseekers/job
  DATABASE:  onlinejobs (Jobseekers:$db)   QUERIES: 13 (0.0240 seconds)  (Hide)
0.0003   SELECT *
                                FROM exrates
                                WHERE rate_name = 'USD-PHP' 
0.0003   SELECT *
FROM `employer_jobs`
WHERE `job_id` = 1626507
 LIMIT 1 
0.0010   SELECT *
FROM `employers`
WHERE `employer_id` = 428061
 LIMIT 1 
0.0023   SELECT COUNT(*) AS `numrows`
FROM `t_thread` `t`
LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id`
WHERE `t`.`job_id` = 1626507
AND `misc`.`id` IS NULL 
0.0004   SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-04-19',ej.date_added) duration_days, DATEDIFF('2026-04-19',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND
                                   ((e.user_level >= '500' AND ej.date_added <= e.rebill_date)
                                   OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-04-19',ej.date_added) <= 14 ))
                                   AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1626507' 
0.0012   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1626507 
0.0015   UPDATE employer_jobs SET hit_counts = '***Apr-17-2026=304***Apr-18-2026=390***Apr-19-2026=1' WHERE job_id= '1626507'  
0.0006   UPDATE employer_jobs SET monthly_hits = '***Apr-2026=695' WHERE job_id= '1626507'  
0.0009   SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1626507' AND status LIKE 'sent%' ORDER BY id DESC  
0.0003   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1626507 
0.0146   SELECT COUNT(*) AS `numrows`
FROM `employer_jobs`
WHERE `employer_id` = '428061'
AND `date_added` >= '2022-06-08' 
0.0003   select * from teasers 
0.0002   SELECT * FROM skill_categories WHERE skill_cat_id='' 
  HTTP HEADERS  (Show)
  SESSION DATA  (Show)
  CONFIG VARIABLES  (Show)