Senior customer service team leader

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

We're hiring a Customer Service Team Lead to support a global client in the POS (point of sale) tech and delivery space. You'll be responsible for leading a frontline team of 12-15 agents, ensuring they deliver consistent, high-quality service to restaurant partners, food vendors, and merchants across the U. S. What You'll Do Manage, coach, and inspire a team of 12-15 Customer Service Agents Monitor and improve team performance, focusing on SLAs, CSAT, QA, and productivity Serve as an escalation point for complex technical issues, customer churn risk, and high-impact cases Guide agents through real-time troubleshooting — including POS errors, order failures, hardware disconnects, and integration bugs Conduct regular 1...