Customer Service Team Lead (Stone & Tile industry)

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: TYPE OF WORK

Full Time

: SALARY

6 /hr

: HOURS PER WEEK

40

: DATE UPDATED

Jul 28, 2026

JOB OVERVIEW

About the Role
Charm ( ---------- ) is hiring a Customer Service Team Lead to support an ecommerce business in the Stone & Tile industry. You will be leading a team of 2-4 agents and be the point-person for communications and strategic planning across cross-functional departments such as warehousing and sales.

Your day-to-day centers on overseeing the customer service team, handling escalations through phone and email channels, talking to vendors regarding product or inventory, processing POs, and conducting necessary trainings/coachings for the team.

This role is ideal for a senior CS professional who wants to anchor a growing account, bring structure to ambiguity, and defining standards for the future.

Key Responsibilities
• Handle inbound/outbound customer service calls and emails from US-based customers
• Capture and document customer information accurately in Hubspot
• 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
• Maintaining team morale, culture, and delegation within customer service
• As the account grows, help interview, onboard, and mentor additional agents

Must-Haves
• Native or near-native English fluency with a neutral accent. This is a US-facing, voice-heavy role serving customers who expect clear, accent-neutral conversation. This bar is firm and will be evaluated during the interview process
• 4+ years of customer service experience with strong inbound phone/voice tenure
• Prior team lead, senior agent, or shift lead experience
• Hands-on Hubspot experience, including ticket forms, snippets, reporting, and field management (comparable helpdesk experience like Gorgias, Intercom, or Zendesk may be considered)
• Strong written and verbal communication
• Technical aptitude and willingness to learn a new product line quickly
• Reliable high-speed internet, quality headset, and a quiet, professional work environment

Strongly Preferred
• Stone & Product background or knowledge: Given the nuance of the products and team lead responsibilities, candidates with prior exposure to this industry will be prioritized
• Background in adjacent categories working with 3rd party vendors (B2B Ecommerce if stone & tile background isn't applicable)

Nice to Have
• Familiarity with using NetSuite and AirCall

Apply here if interested: ----------

SKILL REQUIREMENT

HubSpot CRM Customer Support Management Phone Support

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Job Post	Reporter	Rank	Reason	Date

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Customer Service Team Lead (Stone & Tile industry)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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