Customer Service Team Leader

About the role

Keen is seeking a Customer Service Team Leader to manage a frontline team supporting a global POS and delivery client. You will lead 12‑15 agents, ensuring high‑quality service for restaurant partners, food vendors, and merchants across the United States.

Key responsibilities

• Manage, coach and inspire a team of 12‑15 Customer Service Agents.
• Monitor performance metrics such as SLAs, CSAT, QA and productivity.
• Act as escalation point for complex technical issues, churn risk and high‑impact cases.
• Guide agents through real‑time troubleshooting of POS errors, order failures, hardware disconnects and integration bugs.
• Conduct regular 1:1s, QA reviews and coaching sessions.
• Lead daily stand‑ups, manage queue health and ensure shift coverage.
• Collaborate with internal teams and platform partners (e.g., UberEats, Rappi, DoorDash) to resolve systemic issues.
• Track key metrics and provide insights to improve support workflows.
• Contribute to onboarding and training of new team members.

Required profile

• 3‑5+ years of experience in customer service or tech support, including 1‑2+ years in a leadership role.
• Prior experience supporting restaurant tech, delivery platforms or POS systems is highly preferred.
• Strong understanding of ticket handling, queue management and escalation processes in high‑volume environments.
• Excellent verbal and written English (C1 or higher) with the ability to coach and motivate clearly.
• Calm, empathetic and decisive under pressure, leading by example.

Required skills

• Proficiency with support platforms such as Zendesk, Intercom and Salesforce.
• Familiarity with POS systems like Toast, Square and Lightspeed.
• Technical confidence navigating hardware issues, connection errors and SaaS workflows.