{"id":3487282,"url":"https://alion.io/job/esri-customer-service-team-lead-2","title":"Customer Service Team Lead","company":{"id":3807,"name":"Esri","domain":"esri.com","url":"https://alion.io/company/esri","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":88,"ghost_share":0,"stale_share":0.989,"repost_share":0,"time_to_fill_p50_days":51,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Redlands, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70304,"max":85280,"currency":"USD","period":"year","gross":null,"usd_annual":85280},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":true}],"status":"live","first_seen_at":"2026-10-29T21:05:38Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-05T09:38:37Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Overview\n\nUse your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead, you’ll guide a high-performing group of Customer Service Representatives, fostering a culture of excellence, accountability, and continuous improvement. You’ll collaborate with different departments to streamline operations, resolve challenges, and ensure every customer interaction reflects our commitment to outstanding service.\nThis role offers the opportunity to lead with purpose, grow professionally, and make a meaningful impact on how we serve our customers.\nResponsibilities\nTeam Leadership & Development Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews.\nOperational Oversight Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed.\nEscalation Management Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters\n Cross-Functional Collaboration Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.\nProcess Improvement & Reporting Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management.\nRequirements\n5+ years of professional experience in a similar position, supporting similar responsibilities\nDemonstrated leadership capabilities with sound judgment and effective decision-making skills\nHighly team-oriented with a strong commitment to achieving shared goals and driving collective success\nA strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team\nFlexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support\nVisa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the U.S.\nBachelor’s degree in business or related field\nRecommended Qualifications\nExperience or training in leadership to guide and motivate the team towards achieving their goals\nTotal Rewards\nEsri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.\nA reasonable estimate of the base salary range is\n$70,304—$85,280 USD\nThe Company\nAt Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.\nIf you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!\nEsri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email  and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.\nEsri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.","description_format":"text","description_chars":4993,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Geospatial Analytics","Navigation & Mapping"],"lifecycle":[{"event":"open","at":"2026-10-29T22:07:15Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":51,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":85280,"is_top_pay":false},"html_url":"https://alion.io/job/esri-customer-service-team-lead-2","json_url":"https://alion.io/job/esri-customer-service-team-lead-2.json","meta":{"generated_at":"2026-11-05T14:22:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18638,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3807},"rest":"https://alion.io/mcp/rest/get_company?id=3807"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fesri-customer-service-team-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fesri-customer-service-team-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fesri-customer-service-team-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/esri-customer-service-team-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fesri-customer-service-team-lead-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3487282}},{"tool":"search_jobs","arguments":{"company":"esri.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3487282},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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