Customer Service Team Lead

Cedar Park, TX
Full Time
Customer Service
Mid Level

Who We Are

At MIRA Safety we value one thing above all else:

Uncompromising protection.

This isn’t just a design philosophy, it’s our driving purpose. As one of the industry leading manufacturers of personal protective equipment, we pride ourselves in being one of the few companies to provide the same level of uncompromising quality of gas masks, filters, hazmat suits, and survival equipment for working professionals as we do for the average civilian.

Based out of the beautiful city of Austin, TX, MIRA Safety creates products that are purpose built to shield users from the worst chemical, biological, radiological, and nuclear threats (CBRN) in the world. Whether our customers are law enforcement officers, military operators, first responders, agriculture workers, or concerned citizens, we provide durable and exemplary products to all.

Put in simpler terms: We are in the business of saving lives. And that means everyone from all walks of life deserve the best possible chance at survival.

Join the Team

Looking for a workplace that actually cares about what you bring to the table?

Here at MIRA Safety, we are equally as committed to serving our customers as we are our employees. Team members are given the tools, training, and education to not only understand our complex industry but to succeed in it.

MIRA’s culture is defined by an open minded, progressive and collaborative environment in which clear and attainable goals are set on an individual basis. Utilizing a transparent system of accountability, all discussions allow for productive input from everyone and are not set up for the sake of formalities.

That’s right, that means no more “meetings that could have just been an email!” Coupled with a competitive pay structure, medical and dental benefits, as well as yearly bonuses, we’ll make sure you’re taken care of.

MIRA Safety is a fast-growing company focused not only on delivering outstanding products and services to its customers but also in creating a great place to work.

Your Role

We are looking for a customer centric, energetic, and highly motivated individual to lead our Customer Service team. The Customer Service Team Lead is responsible for cultivating and maintaining strong relationships, building teamwork across the organization, resolving customer escalations in a timely and effective manner, and establishing processes to improve the customer experience.

What you are accountable for: 

  • Supervising day-to-day operations in the customer service department.
  • Plan, coordinate, and oversee the activities of the Customer Service Representative(s) to maintain and enhance customer relationships and meet organizational and operational objectives.
  • Identify trends and areas of concern for customers, collaborating with local and central leadership to reduce customer irritants and operational inefficiencies
  • Responding to customer service issues in a timely manner.
  • Creating effective customer service procedures, policies, and standards.
  • Maintaining accurate records and documenting all customer service activities and discussions.
  • Provide coaching and call support to associates, continuously developing the team to better serve the customer and organization
  • Follow up with customers to check for overall satisfaction, and handle customer escalations as necessary
  • Assist in the onboarding and technical training of new customer service team members.
  • Proactively identify and actively remove obstacles to deliver high levels of service to customers.
  • Improve customer service quality results by studying, evaluating, and re-designing processes strategies across multiple data sources through metrics, measurement and analysis
  • Ability to work under pressure and meet deadlines, while maintaining a positive attitude;
  • Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices;
  • Ability to multitask and prioritize;
  • Ability to thrive in a fast-paced environment with frequently shifting priorities;
  • Ability to maintain regular, punctual attendance consistent with company policy ;
  • Must be able to comply with safety standards and best practices;
  • Perform other duties as assigned.

Physical Demands:

  • Environment: office;
  • Ambulatory skills: sit for long periods of time;
  • Ability to transfer weights up to 10 lbs.;
  • Travel: none

Requirements:

  • A minimum of 5 years in customer service.
  • A minimum of 2 years as a Customer Service Team Lead
  • Experience with CRM/ERP/Sales Software, i.e. Hubspot, Gorgias, Shopify, Aircall, etc.
  • Experience with process management and business process workflow enhancement.

Preferred:

  • Prior CBRN (chemical, biological, radiological and nuclear) specialist experience;
  • Prior military or law enforcement experience. Veterans/current military: provide DD-214 or statement of service;
  • Tactical gear market experience or at a minimum, a strong interest;
  • Experience with the Entrepreneurial Operating System (EOS).
 

Benefits:

  • $55,000 base pay per year
  • Up to 15% EOY bonus based on evaluation
  • Unlimited Paid Time Off after the 90-day probation (vacation, sick leave)
  • Paid Federal Holidays
  • Health Insurance coverage of up to 75% (medical, dental, vision)
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