Customer Service Lead – Contractor Role

*PLEASE NOTE THIS APPLICATION REQUIRES:
1. Résumé
2. Cover letter
3. Short introductory video describing why you would be a good fit
4. Music teaching or music academy administration experience would be a plus
5. Impeccable English

40 hours/week, 9-6pm ET M-F with a flexible hour for lunch
$5-8/hour based on experience

Customer Service Lead – Contractor Role
Overview
Our company is growing rapidly, and we are seeking a Customer Service Lead to oversee our client care team. This role is ideal for someone who thrives in a fast-paced, people-focused environment and can balance leadership with hands-on customer support. The Customer Service Lead will manage day-to-day customer service operations, handle escalated issues from parents, and support our team in delivering an excellent experience to families as they engage with lessons, teachers, and recitals.


Key Responsibilities
-Team Leadership & Support
-Provide coaching and guidance to customer service specialists.
-Ensure the team follows established communication standards and SOPs.
-Assist with training and onboarding of new customer service contractors.

Client Care & Escalations
-Respond to escalated calls, texts, and emails with professionalism and empathy.
-Support families with scheduling changes, billing concerns, and recital participation questions.
-Ensure all interactions reflect Shining Star’s core values: integrity, generosity, and a genuine love for children’s growth -through music.


Operations & Process Improvement
-Partner with scheduling, billing, and teacher management to resolve client issues efficiently.
-Update and improve customer service SOPs to maintain consistency and quality.
-Identify recurring challenges and recommend process improvements.


Performance & Reporting
-Monitor response times and service quality across the customer service team.
-Track and report on key service metrics (response times, resolution rate, parent satisfaction).
-Communicate team needs and trends to leadership for ongoing improvement.



Qualifications
-2+ years of customer service experience; prior leadership or supervisory experience preferred.
-Strong written and verbal communication skills.
-Problem-solving skills with the ability to remain calm under pressure.
-Comfortable using scheduling tools, CRMs, and communication platforms.
-Experience working with families, parents, or education-based services is a plus.


Personal Attributes
-Warm, empathetic, and patient communicator with parents.
-Organized and detail-oriented with strong follow-through.
-Proactive leader who motivates the team and fosters accountability.
-Passionate about supporting children’s growth through music and the arts.



Role Details
-Contractor position (not employee status).
-Compensation based on experience, hourly or monthly contract rate.
-Remote, flexible schedule with availability required during peak family communication hours.
-Reports directly to the CEO and collaborates closely with the Scheduling Coordinator, Billing Specialist, and Teacher Managers.