Customer Support Team Lead
Community of Resources (A Division of Merchants & Marine Bank)
Location: Pascagoula, MS | Full-Time
Community of Resources, a division of Merchants & Marine Bank, is seeking a motivated and experienced Customer Support Team Lead to guide and support our Customer Support team. This role is ideal for a service-driven leader who thrives in a fast-paced call center environment and is passionate about delivering an exceptional customer experience.
The Customer Support Team Lead plays a key role in coaching team members, ensuring quality service delivery, and supporting daily operations while maintaining compliance with company policies and regulatory standards.
Key Responsibilities
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Provide leadership, coaching, and mentorship to Customer Support Specialists.
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Support a culture of accountability, professionalism, and continuous improvement.
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Partner with the Customer Support Manager to complete performance evaluations and provide regular feedback.
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Develop and maintain onboarding and training programs for new team members.
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Ensure a high level of customer service is consistently delivered in a fast-paced call center environment.
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Monitor inbound call queues and assist by handling calls during peak times or staffing gaps.
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Maintain effective, clear communication with internal teams and external customers.
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Escalate or route inquiries appropriately when outside scope of responsibility.
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Monitor and review calls to ensure adherence to quality standards and service expectations.
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Conduct call evaluations and ensure quality assurance metrics are met or exceeded.
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Provide regular reporting and updates to management on team performance and operational metrics.
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Assist in developing, testing, and implementing departmental procedures.
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Stay current on all products, services, and operational updates.
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Support team members with various systems and software platforms.
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Contribute to achieving organizational goals and strategic initiatives.
Why Join Us?
At Community of Resources, we are committed to fostering a supportive work environment where employees can grow, lead, and make a meaningful impact. Join a team that values collaboration, innovation, and service excellence.
Required
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High School Diploma or equivalent
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Minimum of:
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2 years of leadership, team lead, or call center experience
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3 years of banking or financial services experience
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3 years of customer service experience
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Strong communication skills (written and verbal)
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Proficiency in Microsoft Office and general computer skills
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Ability to prioritize, multitask, and manage time effectively
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Bachelor’s degree in Business, Finance, or a related field
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Strong leadership and decision-making abilities
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Excellent problem-solving and analytical skills
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Positive attitude and customer-first mindset
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Ability to work independently and in a team environment
Working Conditions & Physical Requirements
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Primarily a desk-based role in an indoor office environment
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Regular use of office equipment (computer, phone, printer, etc.)
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Ability to communicate clearly and effectively across various audiences
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May occasionally lift up to 50 pounds and reach or move items
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Standard schedule: Monday–Friday, 40 hours per week
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Occasional extended hours or travel to other locations may be required
