Hiring: Customer Service Lead, US Company: Haypp Group Location: Arlington, VA Job Posted Time: 2026-09-12 10:37:36 Employment Type: Full-time / Hybrid Target Skills & Keywords : Salesforce, Zendesk About the job Experience: •3+ years of experience in a customer service, contact center, or customer operations role, ideally within e-commerce, retail, or a subscription-based business Required Skills: •As we continue expanding in the U.S., we're looking for a Customer Service Lead to support the daily operations of our Customer Service team across email, chat, and phone channels. •This is a great opportunity for a customer service professional who is ready to step into a leadership track, combining hands-on operational support with coaching, quality, and process responsibilities. •This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday. •Lead and support the Customer Service team in daily operations across email, chat, and phone channels, acting as the go-to resource for real-time guidance •Monitor team performance and ensure KPIs and SLAs are consistently met •Analyze performance metrics and channel trends to identify gaps and drive continuous improvement initiatives •Provide day-to-day coaching, feedback, and guidance to agents, including side-by-side support and call/chat/email quality reviews •Actively facilitate and support onboarding and training of new hires, including shadowing, ramp-up plans, and knowledge base familiarization Compensation: •$60,000 - $70,000 / year •Final compensation will be determined based on role scope, relevant skills and experience, location, internal equity, and business needs Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!