Customer Success Team Lead
Sterling LabsIllinois, United States
Posted February 6, 2026
Full Time
About the Company
Sterling Labs is a growth-oriented laboratory testing company that delivers analytical data to protect human health and the environment. They partner with manufacturers, engineering firms, and government agencies to provide laboratory testing and analytical services. The company emphasizes teamwork, continuous improvement, and ethical decision-making.
Job Description
We're looking for a motivated and people-focused Customer Success Team Lead to oversee daily customer support operations and lead a team of service representatives.
Requirements
- Lead, coach, and support a team of customer service representatives
- Monitor daily workflows, queues, and service levels to ensure SLAs are met
- Handle escalated customer issues and ensure timely, effective resolution
- Provide regular feedback, performance reviews, and coaching to team members
- Assist with onboarding and training of new hires
- Track and report on key performance metrics
- Identify trends in customer feedback and recommend process improvements
- Collaborate with cross-functional teams to resolve recurring issues
- Maintain up-to-date knowledge of products, services, and policies
Benefits
- Competitive salary
- Benefits package
- Opportunities for growth and development
