Customer Service Team Leader

Customer Service Team Lead

Location: Wentzville, MO

Schedule: Full-time, 8-hour shifts, Leaders share weekends on rotation

Work Setting: Onsite

Compensation: Starting at $23.00 per hour, based on experience

Lead the Team. Develop Teammates. Help Neighbors Journey with Confidence.

At etrailer, we're a small shop that happens to serve neighbors across the country. Our Customer Service team is the front counter, where every conversation is an opportunity to make someone feel remembered, understood, and confident in their next step.

As a Customer Service Team Lead, you'll play an important role in creating that experience by leading and developing a team of Customer Service Specialists. You'll combine hands-on coaching, real-time support, and clear performance expectations to help teammates grow their skills, strengthen their confidence, and deliver complete solutions that keep neighbors coming back.

Great leaders don't just manage performance. They help people improve it.

This is a working leadership role. You'll stay connected to the daily work, step in to help with challenging conversations, provide meaningful coaching, and help your team understand how their individual contributions impact our neighbors and the business. Success means developing teammates who take ownership, make thoughtful decisions, and continuously improve how we serve our neighbors.

What You Will Do

• Lead, coach, and develop a team of Customer Service Specialists through regular one-on-ones, hands-on guidance, clear expectations, and actionable feedback.

• Support daily Customer Service operations by assisting with neighbor conversations, handling escalations, and helping teammates work through challenging situations.

• Monitor team performance, identify opportunities for improvement, and coach toward goals that strengthen productivity, service quality, sales, and the overall neighbor experience.

• Help teammates develop the confidence and judgment to ask thoughtful questions, recommend complete solutions, and guide neighbors toward informed purchasing decisions.

• Coordinate with other leaders and teams to manage daily workload, respond to changing priorities, and ensure neighbors receive timely, personalized support.

• Create an environment where teammates feel comfortable asking questions, sharing ideas, taking ownership, and learning from both successes and challenges.

• Lead by example, celebrate wins, challenge your team to keep improving, and have some fun while helping our neighbors journey.

What Makes Someone Successful in This Role

• You're a hands-on leader who genuinely enjoys coaching people, helping them build confidence, and seeing their performance improve.

• You can set clear expectations, provide direct and thoughtful feedback, and hold teammates accountable while maintaining trust and respect.

• You're comfortable using performance metrics to recognize success, identify challenges, and develop practical plans for improvement.

• You lead with hospitality and sound judgment, especially when helping frustrated neighbors or navigating difficult conversations.

• You're organized, adaptable, and capable of balancing teammate development, daily operations, and performance goals in a fast-paced environment.

• You communicate clearly, take ownership of challenges, and work collaboratively across teams rather than allowing problems to become someone else's responsibility.

• You bring experience leading, coaching, or owning outcomes in a service-focused environment, along with a genuine interest in helping both teammates and neighbors succeed.

Who This Role Is For

This role is ideal for someone who finds as much satisfaction in helping a teammate succeed as they do in achieving a business goal.

You'll enjoy this position if you like being involved in the daily work, identifying opportunities to make things better, and helping people turn feedback into meaningful progress. You're comfortable having difficult conversations when needed, but you approach them with the goal of helping someone improve rather than simply pointing out what went wrong.

You understand that strong Customer Service leadership requires both hospitality and results. You'll help your team create experiences where neighbors feel heard and supported while developing the skills to confidently recommend solutions, complete purchases, and contribute to the continued success of etrailer.

We're looking for someone with at least two years of relevant experience in leadership, coaching, or owning outcomes in a neighbor-facing environment. A high school diploma or GED is required, and additional education is welcomed.

Benefits

etrailer offers a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, paid holidays, and more.

You'll also have opportunities to continue developing your leadership skills, collaborate with leaders across etrailer, and make a meaningful impact on the growth and success of your teammates.

Ready to Lead a Team That Makes a Difference?

If you're energized by developing people, improving performance, solving real problems, and helping neighbors feel remembered and understood, we'd love to hear from you.