Customer Service Team Lead

As the Diamond Sports (Baseball & Softball) Customer Service Team Lead, you will oversee the daily operations of our customer service team supporting Trackman’s Diamond Sports customers. You’ll play a key role in creating a structured, collaborative, and high-performing environment, ensuring the team consistently delivers excellent support across phone, email, and chat.

Since you will report directly to a director based in Denmark, the role requires strong personal structure, clear communication, and the ability to work independently while staying closely aligned with leadership abroad. Collaboration – both locally and internationally – is essential.

Key Responsibilities

Leadership & Customer Service:

• Lead, coach, and motivate the Diamond Sports customer service specialists to deliver consistent, high-quality support.

• Build a positive team culture based on trust, accountability, and collaboration.

• Monitor team interactions to ensure service quality and adherence to internal standards.

• Support your team with escalated or complex customer cases, ensuring timely and effective resolutions.

Operational Management & Improvement:

• Handle customer inquiries yourself, demonstrate best practices through your interactions.

• Maintain strong team structure through clear processes, prioritization, and daily operational oversight.

• Organize and run regular team meetings, coaching sessions, and training activities to develop skills and product knowledge.

Collaboration:

• Communicate proactively with your manager in Denmark, providing clear updates, feedback, and suggestions on team needs and performance.

• Ensure accurate documentation of team actions, escalations, and processes in the support system.

Work Environment & Scheduling

Trackman Diamond Sports Customer Service operates 365 days a year, supporting customers across global time zones. Therefore:

• The Lead role requires flexible scheduling, including occasional weekends and holidays.

• Working hours rotate within extended opening hours of 06:00–18:00 (potentially until 20:00).

• All schedules fully comply with local labor regulations regarding hours, rest periods, and days off.

• You will support planning and maintaining a fair shift rotation for the team.