Position Overview: The Team Lead oversees the Client Service Team, driving initiatives to enhance client experiences and achieve retention goals. Your leadership will foster a culture of proactive collaboration and knowledge-sharing, empowering the team to deliver exceptional value to our clients.Key Responsibilities<ul><li>Mentor the Client Service team to deliver exceptional support across channels.</li><li>Maintain a 90% gross retention rate for nonprofit accounts through proactive client engagement.</li><li>Collaborate to achieve a 108% net retention rate, addressing client needs effectively.</li><li>Develop onboarding plans and educational resources; implement satisfaction surveys.</li><li>Maintain and improve client-facing processes and documentation.</li><li>Partner with Learning &amp; Communications to deliver effective training sessions.</li><li>Ensure timely client responses, meeting established turnaround metrics.</li><li>Develop accurate knowledge base content with internal stakeholders.</li></ul>Qualifications<ul><li>5+ years in customer service, with 1+ years in a leadership role.</li><li>Proven ability to provide effective service in fast-paced environments.</li><li>Strong multitasking, time management, and communication skills.</li><li>Experience with knowledge base management and data analysis.</li><li>High computer literacy, preferably with Zendesk experience.</li></ul>Compensation Competitive salary plus commission and generous benefits including paid time off, seven paid holidays, health plan including medical/dental/vision, life insurance, disability, and retirement plan matching. Employees enjoy a relaxed dress code, a pleasant work environment in our spacious headquarters, and an entrepreneurial atmosphere that isn’t hindered by corporate red tape.

Harbor Compliance

Team Lead - Contact Center

Harbor Compliance