Customer Service Team Leader - Onsite
100% ONSITE IN PHOENIX
Pay: $18/hour
Position Overview
Join the Moving Help team and play a leadership role in shaping the customer experience. This position is ideal for someone who thrives in a fast-paced environment, leads confidently in real time, and is energized by solving problems and improving processes.
As a Team Leader, you will support frontline agents, guide decision-making, and help ensure customers receive clear, fair, and timely resolutions across phone, chat, and email channels.
Key Responsibilities
- Lead and support a team of customer service agents across phone, chat, and email
- Provide real-time guidance to agents navigating customer issues and resolutions
- Assist with escalated customer concerns and disputes
- Identify trends, issues, and opportunities for improvement
- Document and escalate programming bugs, operational gaps, and recurring concerns
- Foster a collaborative, solution-focused team environment
- Contribute to continuous improvement of customer experience and internal processes
Qualifications
- Ability to lead and support others in a live-service environment
- Strong communication and interpersonal skills
- Calm and steady decision-making under pressure
- Proactive mindset with a focus on solutions
- Ability to identify patterns and recommend improvements
- Previous customer service experience required
Preferred Qualifications
- 2+ years of customer service experience
- Experience handling inbound and outbound calls
- Experience with email and chat-based customer support
- Familiarity with dispute resolution
- Proficiency in Microsoft Excel and Word
What Success Looks Like
- Agents feel supported and confident in decision-making
- Escalations are handled efficiently and professionally
- Issues are surfaced early and resolved quickly
- Customer experience improves through better consistency and outcomes
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U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.