Customer Care Team Lead Position Available In Forsyth, North Carolina

Customer Care Team Lead AlphaBEST Education, Inc. – 3.3 Winston-Salem, NC Job Details Full-time From $20 an hour 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Childcare Referral program Pet insurance Qualifications Mid-level Technical support Zendesk Customer support Leadership 2 years Communication skills Full Job Description Full-Time Customer Care Team Lead- Winston-Salem, NC AlphaBEST Education is a premier provider of before-school, after-school, and summer enrichment programs, dedicated to helping elementary students thrive beyond the classroom. Our mission is to engage children’s minds and expand their horizons in safe and discovery-filled environments.

The students and families we serve are essential to our continued success. Position Summary As the Customer Care Lead , you will support a high-performing team of 4 dedicated to delivering exceptional service experiences for families across our programs. This role blends hands-on support expertise with team leadership, strategic problem-solving, and cross-functional collaboration. This is an exciting opportunity to directly influence how we support families, ensuring every interaction is efficient, empathetic, and impactful.

If you are a proactive leader who thrives in fast-paced environments, is passionate about building team culture, optimizing support operations, and championing the voice of the customer we want to hear from you.

Schedule:

8:00am – 5:00pm, Monday –

Friday Location:

AlphaBEST Innovation Center in

Winston-Salem, NC Reports To:

Executive Director of Enrollment and Family Experience Key Responsibilities:

TechnicalCustomer Support Serve as a subject matter support for complex, technical, or high-impact issues. Troubleshoot advanced customer issues via email, chat, and phone, escalating when necessary. Help maintain and update internal information. Team Leadership Provide mentorship, training, and support to Level 1 agents Monitor daily ticket workflows and ensure SLAs and quality standards are met Conduct regular 1:1s, feedback sessions, and performance check-ins Assist with onboarding and training of new team members Act as a liaison across departments Process ImprovementReporting Identify trends and recurring issues, and contribute to support process improvements Partner with leadership to develop KPIs and team goals Assist in creating and refining standard operating procedures (SOPs) Report on team performance and customer feedback regularly Qualifications 2-4 years in a technical support or customer support role Proven experience handling escalated issues or acting in a senior/lead capacity Strong technical troubleshooting skills and a customer-first mindset Experience with support platforms (e.g., Zendesk, Hubspot) Excellent written and verbal communication skills Empathetic leadership style and team-oriented mindset Comfortable working independently and handling multiple priorities

PayBenefits:

$20/hr Paid Time Off Medical, Dental, Vision Insurance Pet Insurance VerizonAT&T Discount Child Care Discounts Employee Referral Bonus LifeMart Discounts Shopping Website Matching 401(k) Plan AlphaBEST is an Equal Opportunity Employer