How To Become A Customer Service Team Lead: What It Is and Career Path

What is a customer service team lead and how to become one

Updated January 8, 2025

4 min read

Do you want to lead people or specialize? If you love doing frontline support and want to grow your career within or adjacent to this field, you may grow in a career as a customer service team lead. Customer service team lead is one of the most prestigious and rewarding positions that offer you a chance to foster your valuable skills, creativity, and team-building skills to meet both customers' and team members' dynamic needs with empathy and efficiency.

Being a customer service team lead typically means you'll spend your day coaching or motivating your customer service team to handle the complex customer service issues and ensure smooth procedures to enhance productivity and performance. You may be involved in staffing and scheduling, development, and implementation of your organization's customer service policies. Your working hours may vary depending on the type of your organization. Generally, you'll work full-time. However, shift work or flexible hours may come with this job.

Another positive aspect of becoming a customer service team lead is that there's no need for any formal qualifications for this role. You may become one with a high school diploma or GED. However, earning a bachelor's or associate's degree in communications and experience in customers relation may help polish your resume. While directing and overseeing your team members and customer complaints, you may earn an average annual wage of $35,000 along with generous bonuses, commission, and excellent benefits packages. Not only that but with the right blend of skills, acquiring the customer service knowledge and experience, you may move through higher leadership roles of the company's manager or supervisors.

ScoreCustomer Service Team LeadUS Average

Salary

2.9

Avg. Salary $36,623

Avg. Salary $59,228

Stability level

5.9

Growth rate -4%

Growth rate 0.3%

Diversity

9.6

Race

American Indian and Alaska Native 0.69%

Asian 6.90%

Black or African American 12.05%

Hispanic or Latino 20.08%

Unknown 5.26%

White 55.01%

Gender

female 64.83%

male 35.17%

Age - 39

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 39

Stress level

5.9

Stress level is manageable

7.1 - high

Complexity level

6.6

Complexity level is challenging

7 - challenging

Work life balance

6.5

Work life balance is good

6.4 - fair

Key steps to become a customer service team lead

Explore customer service team lead education requirements

Most common customer service team lead degrees

Bachelor's

42.2 %

Associate

23.0 %

High School Diploma

22.8 %

Start to develop specific customer service team lead skills

Skills	Percentages
HR	6.09%
Inbound Calls	6.07%
Product Knowledge	6.07%
Front End	5.45%
Customer Service	5.31%

Complete relevant customer service team lead training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New customer service team leads learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a customer service team lead based on U.S. Bureau of Labor Statistics data and data from real customer service team lead resumes.

Research customer service team lead duties and responsibilities

Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
Share Medicare eligibility information with insurers and providers to ensure correct billing of claims.
Handle incoming telephone calls pertaining to Medicare plus insurance medical and pharmaceutical claims, billing, eligibility.
Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.

Get customer service team lead experience

Generally, it takes 6-12 months to become a customer service team lead. The most common roles before becoming a customer service team lead include customer service representative, cashier team lead and sales associate.

Prepare your customer service team lead resume

When your background is strong enough, you can start writing your customer service team lead resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a customer service team lead resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable customer service team lead resume templates

Build a professional customer service team lead resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your customer service team lead resume.