Lead Associate, Customer Service

Job description

About This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The RC National Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) National Account customers. This role is responsible for ensuring consistent, high‑quality service delivery to RC’s strategic and high‑impact accounts, while serving as a key liaison between Customer Service, Sales, Operations, Supply Chain, and Finance. Role Responsibilities: Lead and support agents handling RC National Accounts and VIP customer interactions Serve as a primary escalation point for complex or high‑impact National Account issues Ensure adherence to account‑specific processes, priorities, and service commitments Partner with Sales, Operations, Supply Chain, Finance, and Data teams to resolve customer‑impacting issues Monitor backlog, case aging, and volume trends to reduce risk and improve responsiveness Provide day‑to‑day guidance to build team capability and consistency Support onboarding and knowledge transfer for new or transitioning team members Supports and participates in meetings with customers to address concerns, shi...