IDR is seeking a Customer Care Team Lead to join one of our top clients for an opportunity in Suwanee, Georgia. In this role, you will support a high-volume customer care environment by providing frontline coaching, handling escalations, and helping the team deliver consistent service outcomes. This is a hands-on “player/coach” opportunity within a large, well-established organization in the HVAC/manufacturing industry.
Position Overview for the Customer Care Team Lead:
- Provide day-to-day coaching, real-time guidance, and performance support for customer care advisors
- Monitor queues, inboxes, and case backlogs to help maintain service levels and timely customer responses
- Serve as an escalation point for complex customer issues and drive resolution through follow-up and coordination
- Support quality monitoring efforts, feedback loops, and continuous improvement initiatives
- Partner cross-functionally (training, quality, technical support, and other stakeholders) to improve customer experience
Requirements for the Customer Care Team Lead:
- 3+ years of experience in customer service, customer care, or technical support within a fast-paced environment
- Prior experience leading, coaching, training, mentoring, or serving as a senior/SME escalation resource for a team
- Demonstrated ability to manage escalations and de-escalate challenging customer situations with professionalism
- Experience using customer support tools such as CRM systems, knowledge bases, and reporting/dashboard tools
- Strong organizational, communication, and multitasking skills with proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.