Customer Care Team Lead

CUSTOMER CARE TEAM LEAD

Location: In-Office (Stafford, TX)
Reports to: Senior Manager - Customer Care Manager
Classification: Non-Exempt

Position Summary

The Customer Care Team Lead is a key leadership role within the contact center, responsible for overseeing a team of in-house agents as well as a partnered near shore agent team. This role ensures consistent performance, quality, and customer experience, bridging day-to-day operations with the coaching and accountability needed to drive results.

This is a performance-driven leadership role. The expectation is to lead by example, supporting agents through complex cases, maintaining high standards of empathy and efficiency, and ensuring all agents are aligned with cpap.com’s policies, processes, and customer care standards.

This role acts as the key link between our customers, front-line teams and cx leadership, ensuring smooth daily operations, consistent service quality, and ongoing team development. The position is responsible for coaching agents, driving performance, monitoring quality, and leading continuous improvement initiatives that enhance both operational efficiency and the customer experience.

What You'll Own

• Lead and develop the in-house team and near shore agents, by providing coaching, performance management, escalation support, training, and day-to-day operational guidance to ensure a high-quality customer experience.
• Oversee team performance and operational excellence by monitoring key metrics, identifying improvement opportunities, implementing process enhancements, and ensuring agents are equipped with the knowledge and tools needed to deliver an exceptional customer experience.
• Lead day-to-day support operations, ensuring efficient processing, adherence to company policies, seamless customer communication, and effective management of workflows.
• Champion and lead strategic initiatives that support company goals, collaborating across departments to identify opportunities, drive process improvements, implement scalable solutions, and deliver measurable business impact.

• Partner with management on a regular basis to continuously improve performance, customer interaction quality, and customer satisfaction.

What Success Looks Like

• In-house and near shore teams consistently hit or exceed performance targets.
• Near shore agents operate in full alignment with cpap.com’s policies and customer experience standards.
• Agents on both teams feel supported, coached, and equipped to handle complex customer resolutions with confidence.
• Escalations are resolved quickly and fairly, maintaining customer trust even in challenging situations.
• Quality audit scores reflect consistent policy application and empathetic and professional communication.
• Team Lead takes ownership of outcomes across all agents and actively drives improvement without waiting to be directed.
• Committed to the success of the team and dedicated to supporting company objectives through collaboration, accountability, and continuous improvement.

Experience

• 2+ years of customer service or returns/logistics experience, preferably in e-commerce or medical/healthcare products
• 1+ year in a lead, senior, or supervisory role formal or informal
• Experience working with or overseeing a BPO or near shore/offshore partner team preferred
• Proven track record of meeting or exceeding performance targets in a returns or customer care environment
• Strong attention to detail, accurately applying and enforcing policy rules (eligibility windows, condition requirements, fee structures) is critical
• Empathetic communicator with the ability to coach others engaging with customers navigating sleep apnea diagnoses and therapy challenges
• Comfortable working across returns portals and CRM/call center platforms such as Shopify, Gorgias, and Aircall
• Comfortable communicating cross-functionally and with external partner teams

Knowledge, Skills & Abilities:

• Strong communication, active listening, and coaching ability
• Confidence in handling objections and de-escalating difficult situations
• Ability to simplify complex policy and product information for agents and customers
• Attention to detail with order accuracy and documentation
• Data-oriented mindset, comfortable tracking metrics and spotting performance trends across multiple teams
• Team-first attitude with the ability to hold others accountable with professionalism and empathy
• Strong sense of ownership and initiative; doesn’t wait to be asked
• Adaptable and calm under pressure in a fast-paced, multi-team environment

Work Environment

Temperature controlled office environment of quiet to moderately quiet sound level. This role also involves frequent visits to the temperature controlled and not temperature controlled warehouses where appropriate footwear and clothing are required. Some travel will be required to industry conferences and visits to manufacturers.

Physical Requirements

This position requires frequent sitting, occasional walking, standing, stooping, bending and twisting of the neck, bending and twisting from the waist, and reaching overhead. This position requires some fine manipulation and simple grasping of both right and left hands (e.g. working with computer equipment and testing products.) This position requires occasional lifting of not more than 40 lbs. This position requires close vision (clear vision at 20 inches or less) and the ability to adjust focus and requires relative good hearing to be able to hear sounds from products.