Definition of a Customer Service Lead


Customer service is a part of each company regardless of the size. However, for the larger companies, the customer service team may have a team lead. The team lead serves as an intermediary between the customer service team and customer service supervisor.


  • When the customer service representative does not have enough authority to resolve the customer's complaint, the customer service lead can resolve the issue.


  • The customer service lead often has more seniority than most of the customer service representatives.


  • The customer service lead must have the ability to coach the customer service representatives when behavior must be corrected.


  • The customer service lead may work on process improvement projects. These projects streamline the departmental processes and decrease customer complaints.


  • Because the customer service lead is in a semi-managerial role, her salary is higher than the rest of the customer service representatives.

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