Customer Service Team Lead

About the Role

As Team Leader III – Cancellations & Reactivations , you will oversee the complete lifecycle of product and service cancellations and reactivations.

You’ll be responsible for team performance, backlog management, quality, reporting, escalations, and continuous improvement while working closely with teams such as Implementations, Customer Success, Billing, and Product.

Key Responsibilities

• Manage the end-to-end cancellation and reactivation lifecycle.
• Ensure requests are processed accurately, on time, and according to SLAs, billing rules, and contractual requirements.
• Oversee product and site-level deactivations, including product mix and dependency validation.
• Act as the subject matter expert for complex cancellation and reactivation scenarios.
• Manage shared inboxes, Salesforce queues, and internal inquiries.
• Monitor team productivity, quality standards, and handle-time performance.
• Collaborate with Implementations, Customer Success, Billing, and Product teams to resolve discrepancies.
• Manage and prioritize backlogs, reduce aging, and coordinate dependencies.
• Prepare cancellation/reactivation reports, trend analysis, and executive-ready updates.
• Identify process gaps, automation opportunities, and efficiency improvements.
• Lead training, onboarding, and knowledge development for team members.
• Handle escalations and additional leadership responsibilities as business needs evolve.

Must-Have Qualifications

• 2+ years of Team Leader experience , preferably specializing in customer service operations team management or equivalent.
• Willingness to work night shift and support after-hours needs when required.
• Willingness to comply with onsite and hybrid work arrangements .
• Strong planning, time management, and execution skills.
• Demonstrated leadership maturity, including the ability to remain calm under pressure and make decisions.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively with strong follow-through.
• Strong attention to detail and organizational/prioritization skills.
• Ability to handle confidential information discreetly.

Good-to-Have

• Bachelor’s degree in a related field.
• Experience in Property Management, Payments, or Insurance .
• Experience handling cancellations and reactivations.
• Experience working with Salesforce queues and operational workflows.
• Experience with reporting, trend analysis, process improvement, or automation initiatives.