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Customer Care Specialist - Team Lead

Charlotte, North Carolina; Provo, Utah

About the Role

As a Customer Care Specialist - Team Lead at Quilt, you’ll be responsible for leading and supporting a team of frontline advisors who serve as the first point of contact for our customers outside of technical support. You’ll foster a culture of customer centricity, performance, and accountability — ensuring the team consistently delivers high-quality service to our customers and internal stakeholders alike. You’ll guide day-to-day execution, monitor adherence to key performance indicators, and provide regular coaching to help each team member thrive. You will partner closely with the Director of Customer Care to achieve the organizational goals.

What You’ll Do

  • Lead daily team operations — Provide oversight, support, and structure to ensure Tier One advisors are equipped to succeed.
  • Ensure SOP compliance — Make sure the team is consistently following Standard Operating Procedures to maintain service quality and operational consistency. Continued build out of SOPs will be required as the organization evolves with a goal of clearly documented content for everything required of the Customer Care team.
  • Host team meetings — Facilitate regular stand-ups and team syncs to align on goals, share updates, and celebrate wins.
  • Monitor KPIs — Track team performance metrics such as response times, customer satisfaction, and resolution rates.
  • Conduct 1-on-1s — Meet regularly with each team member to provide coaching, feedback, and professional development.
  • Escalation Management — Serve as a point of contact for elevated issues; provide hands-on support and/or escalate to management where appropriate.
  • Collaborate cross-functionally — Work with stakeholders outside of the department to to drive process improvements and share insights for an optimal customer experience

What You’ll Bring 

  • 2+ years in a customer care or support role, with at least 1 year of leadership or mentorship experience.
  • Strong communication skills and a passion for developing others.
  • Ability to analyze performance data and translate it into actionable coaching.
  • High attention to detail and a commitment to process adherence and quality assurance.
  • Experience using CRM, helpdesk, or customer success platforms.
  • A people-first mindset and a commitment to creating a supportive team culture.

Why You’ll Love Working Here 

  • Leadership with purpose: Play a key role in shaping our Tier One team’s success and growth.
  • Mentorship and impact: Help team members grow while improving customer experiences.
  • Growth potential: Step into broader leadership or operations roles as the team scales.
  • Supportive culture: Be part of a team that values transparency, collaboration, and care.

What We Offer

  • Competetive base salary commensurate with experience.
  • Comprehensive benefits package including medical, dental, and vision coverage.
  • 401 (k) Opportunity with Company Match
  • Opportunities for career growth and advancement within a rapidly growing company.
  • 15 days of PTO, plus 10 Paid Holidays, Paid Volunteer Day
  • Paid Parental Leave
  • Ongoing training and professional development initiatives.

Salary: $55,000 - $60,000
Location: Charlotte, NC, Hybrid | Provo, UT, Hybrid

 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

 

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