Team Lead, Customer Support
Location: St. Louis, Mo
Job Type: Full-time, on-site
Compensation: $31.25 per hour ($65,000 annualized) plus 10% annual incentive opportunity. Actual starting pay will be based on experience, skills, and overall qualifications.
About ECS
We’re in the risk management business. With our help, our clients keep their fire sprinkler systems safe. Whether it’s a risk to lives, structures, properties, or everyday business, we guide clients to the best answer for their safety. Corrosion is our enemy and safety is our goal.
To accomplish that goal, we’ve come to understand why and how corrosion happens. There’s no one-size-fits-all solution because a truly cost-effective combination of devices, systems, and management approaches depends on your individual needs. And we never stop finding new and better ways to serve those needs.
About the Role
The Team Lead, Customer Support is responsible for delivering an outstanding customer experience while leading the day-to-day activities of the Customer Support team. This role serves as a working leader who balances customer-facing responsibilities with coaching, coordination, and process improvement efforts.
The ideal candidate is highly organized, customer focused, and skilled at building strong relationships across departments. This position works closely with Sales, Engineering, Production, and Field Service teams to resolve customer issues, improve service delivery, and support company growth.
What You'll Do
- Lead and support the Customer Support team to ensure a high level of service and responsiveness. Monitor team performance and identify opportunities to improve processes and service levels.
- Process customer orders from quote through completion, including international orders. Respond to customer requests through phone, email, chat, and virtual meetings.
- Serve as a primary point of contact for customer inquiries and escalations. Support troubleshooting, root cause analysis, and customer issue resolution.
- Partner with Sales, Engineering, Production, and Field Service teams to address customer needs and resolve issues.
- Maintain accurate customer records and case information within Salesforce.
- Ensure adequate coverage for customer support functions and provide backup support when needed.
- Help train and onboard new team members.
- Contribute to continuous improvement initiatives that enhance the customer experience.
- Participates in on-call rotation every 4-6 weeks
Qualifications
What We're Looking For
Required Qualifications
- High school diploma or equivalent
- Minimum of three years of customer service experience
- At least one year of customer service team leadership experience, coaching, mentoring and developing customer-focused team members
- Knowledge of A/C and D/C electrical systems
- Ability to comprehend and troubleshoot using mechanical drawings, wiring schematics and technical documentation
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Proactive, problem-solving mindset and strong decision-making skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Outlook and Microsoft Word
- Experience working with reports, dashboards, and customer data systems
- Ability to lift up to 50 pounds
Preferred Qualifications
- Completion of a technical program or commensurate military service
- Experience using Salesforce CRM
- Experience with RingCentral or similar communication platforms
Equal Opportunity Employer
Engineered Corrosion Solutions is an equal opportunity employer. We are committed to creating an inclusive workplace and provide accommodations throughout the hiring process. If you require assistance or an accommodation due to a disability, please contact our Human Resources team to discuss your needs.