We are hiring a Customer Service Representative (CSR) Team Lead to support a fast-paced, high-volume online textbook bookstore serving high schools nationwide. This role will balance hands-on customer support with leadership responsibilities, overseeing a team of 10 CSRs.

The ideal candidate is a strong communicator, detail-oriented, and experienced in both customer service and team leadership. You'll play a key role in ensuring excellent customer experience while driving team performance and efficiency.

• Lead and support a team of 10 Customer Service Representatives, providing guidance, coaching, and day-to-day oversight
• Respond to customer inquiries via phone, email, and instant messaging
• Handle escalations and resolve complex customer issues with professionalism and empathy