Client Services Team Leader – Customer Support Supervisor

About the role

As the first line of support for client‑facing employees, the Client Services Team Leader works closely with the Client Services Supervisor to train, coach and mentor staff while maintaining a positive work environment. The role involves handling escalated customer issues, monitoring performance and contributing to continuous improvement initiatives.

Key responsibilities

• Provide training for order entry and client services and act as the primary point of contact for the team when the supervisor is absent.
• Monitor individual and group performance through audits and ensure high‑quality standards are maintained.
• Coach, mentor and give feedback to employees, and assist with staffing plans and performance reviews.
• Resolve escalated customer issues and facilitate staff meetings to communicate process changes.
• Participate in continuous improvement projects and act as liaison with other departments.

Required profile

• High school diploma or equivalent with at least one year of experience at NEFF.
• Proven experience supervising and leading people, with strong organizational and planning abilities.
• Excellent verbal and written communication skills and ability to maintain confidentiality.
• Detail‑oriented with strong accuracy in data handling and system use.

Required skills

• Working knowledge of Microsoft Suite applications (Word, Excel, PowerPoint).
• Ability to adapt quickly to system updates and changes.