GIRL SCOUTS HEART OF CENTRAL CALIFORNIA

Compensation

Full Description

The Lead Customer Care Team Member oversees the daily operations and performance of the Customer Care team, ensuring exceptional, mission-aligned service to girls, caregivers, volunteers, and staff. This role provides positive, hands-on leadership to Customer Care Specialists while also contributing directly to the team's workload. As the first point of escalation for complex or sensitive situations, the Lead models high-quality support, fosters a welcoming, solution-focused environment, and coaches specialists to do the same. This position will work Tuesday through Saturdays, 10am to 7pm. ESSENTIAL DUTIES & RESPONSIBILITIES • Provide daily leadership and operational oversight to Customer Care Specialists, including assigning tasks, monitoring workflow, and ensuring consistent coverage across phone, email, and chat • Serve as the primary point of escalation for complex inquiries, technical issues, and customer concerns, offering advanced troubleshooting and subject matter expertise across all customer-facing systems • Monitor service quality and team performance, ensuring response time standards, accuracy expectations, customer satisfaction goals, and national KPIs are consistently met • Train, coach, and mentor team members, supporting ongoing skill development, system proficiency, adherence to established processes, and delivery of mission-aligned service • Maintain and enhance council documentation, including knowledge base articles, procedures, and training materials, to ensure consistent and accurate customer information • Collaborate with internal departments to resolve cross-functional issues, improve customer support processes, and enhance system integrations related to membership, product programs, events, and camp • Promote diversity, equity, and inclusion by ensuring all customer interactions reflect the Girl Scout commitment to creating a welcoming and inclusive environment for all girls and adults • Perform other duties as assigned • Bachelor's degree or 5+ years of customer service experience, including at least 2 years of leadership of a customer support team • Bilingual/bicultural (English/Spanish) skills and knowledge preferred • Proven ability to supervise day-to-day operations while also providing direct customer support and managing an individual caseload • Skilled in coaching, mentoring, and developing staff to improve performance, build confidence, and support professional growth • Technical fluency in Microsoft Office (Word, Excel, Outlook) and the ability to learn all customer platforms, including Salesforce, Looker, MyGS, VTK, RecDesk, gsEvents, gsLearn, Rallyhood, M2, Smart Cookies, and Digital Cookie • Ability to handle sensitive and confidential information with discretion and communicate effectively with a diverse group of girls, volunteers, and staff • Strong active listening and critical thinking skills; able to assess the situation, determine when immediate action is required, and make informed decisions or escalate appropriately • High attention to detail, with the ability to follow established procedures and support the creation, review, and refinement of operational processes • Demonstrated commitment to recognizing and respecting the many forms of diversity PHYSICAL REQUIREMENTS • Able to withstand prolonged periods of sitting at a desk and working on a computer • Able to lift and carry 25 pounds WORK HOUR/TRAVEL • Must be able to work a flexible schedule within Customer Care business hours (7:00 a.m.-8:00 p.m., seven days a week), including mornings, evenings, and weekends as needed • Expected schedule: Tuesday-Saturday 10:00 a.m.-7:00 p.m. OTHER • Valid driver's license, a clean driving record, and proof of insurance OR reliable transportation • Available to work council-required events (i.e., Mega-drop) GSHCC Community Statement Girl Scouts Heart of Central California (GSHCC) is a girl-centric and performance-driven community. At GSHCC, our mission is to build girls of courage, confidence, and character who make the world a better place. Across 18 counties, we offer an array of programming and perspectives with the goal of ensuring all girls, volunteers, and staff have a safe space, where they can learn and grow and be their authentic selves. Girl Scout Law Girl Scouts of all ages recite-and live by-the ideals listed in the Girl Scout Promise and Law. They remind us to do our best in being kind to others, respecting ourselves, making the world a better place, and so much more. As a member of GSHCC staff, I will do my best to be: • honest and fair • friendly and helpful • considerate and caring • courageous and strong • responsible for what I say and do • respect myself and others • respect authority • use resources wisely • and make the world a better place and be a sister to every Girl Scout