Customer Service Team Lead - #263511

Who We Are

LoadUp is a fast-growing company that provides a transparent and convenient solution to on-demand home services through our custom tech-enabled order management and logistics platform. We match both individuals and businesses with our network of service providers for sustainable removal, disposal, assembly, and hourly labor services, nationwide.

We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).

OUR CORE BELIEFS

At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.

• Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
• Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
• Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
• Fellowship Matters - We believe there is power and connection in being present in the same physical space.
• Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
• Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
• Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.
  
  

Position Overview

As a Customer Service Team Lead at LoadUp, you’ll play a critical role in driving the performance and development of our high-impact support team. You’ll lead from the front—coaching, motivating, and empowering agents to deliver outstanding service to both our Loader teams and consumers across phone, text, chat, and email.

In this fast-paced, tech-driven environment, you’ll ensure our team remains focused, effective, and customer-driven. You’ll step in as a problem-solver, a performance coach, and a steady presence during high-pressure moments.

Our ideal candidate is someone with strong communication skills, a proactive mindset, and a passion for helping others succeed. This is a hands-on role where your ability to inspire and execute will directly impact team success, customer satisfaction, and LoadUp’s continued growth.

This is a full-time position with a set schedule of either Friday – Tuesday or Wednesday – Sunday, 11:00AM – 8:00PM EST. Weekday shifts are in-office; weekend shifts are remote/work-from-home.

Key Responsibilities:

• Lead and support a team of Customer Service Representatives, fostering a high-performance and customer-focused culture.
• Monitor real-time queues, team activity, and key performance metrics to ensure service levels are met.
• Provide timely live coaching and hands-on support for escalated issues.
• Identify skill gaps and assist with training and onboarding of new agents to set them up for success.
• Drive team accountability to meet or exceed daily operational goals and quality standards.
• Partner with leadership and cross-functional teams to optimize support workflows and improve customer experience.
  
  

Qualifications:

• High school diploma or equivalent required; additional education a plus.
• 1 - 2 years of experience in a customer service leadership or senior agent role.
• Bilingual (English/Spanish) preferred but not required.
• Exceptional communication, coaching, and interpersonal skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Detail-oriented with a commitment to accuracy and service quality.
• Positive, team-oriented mindset and being adaptable to the needs of the team.
• Results-driven with a passion for helping others.
  
  

PERKS

• Medical, Dental, Vision, and Life Insurance Benefits
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• 401(k) with 5% Company Match
• Paid Time Off Policy
• Employee Stipend Program
• Employee Recognition Program
• Employee Referral Program
• Opportunities for Growth within the Company
  
  

LoadUp is an equal-opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.