Customer Service Lead

1 week ago

Miami Beach, Florida, United States BigBen Full time

USA Buying Group is a fast-growing purchasing network that helps thousands of members earn credit card rewards by fulfilling curated deals from major retailers. We operate in a high-speed environment that requires smart systems, fast service, and trust at scale.

We're now hiring a Customer Service Leader to rebuild and lead our entire support operation — from tools to team to policies.

What You'll Do

  • Redesign our customer service systems from the ground up
  • Implement tools, workflows, and automations to improve support quality and speed
  • Hire, train, and manage a small support team
  • Define KPIs and oversee reporting on ticket resolution, buyer satisfaction, and more
  • Collaborate with operations, product, and leadership to improve buyer experience
  • Manage escalations and develop a scalable escalation path
  • Own support documentation, response templates, and knowledge bases

What We're Looking For

  • 3+ years of experience in a senior customer support, customer success, or CX leadership role
  • Proven ability to build or overhaul support systems
  • Strong team leadership and hiring experience
  • Clear communication and process-building skills
  • Comfortable in a fast-moving, high-volume environment
  • Experience with tools like intercom, make and AI
  • eCommerce, logistics, or tech support experience preferred

Why Join USA Buying Group?

  • High-impact leadership role in a fast-scaling business
  • Freedom to build and lead your own systems and team
  • Competitive salary with growth potential
  • Collaborative, entrepreneurial team based in Miami Beach

Job Type: Full-time

Pay: $ $40.00 per hour

Expected hours: 35 – 45 per week

Ability to Commute:

  • Miami Beach, FL Required)

Ability to Relocate:

  • Miami Beach, FL 33140: Relocate before starting work (Required)

Work Location: In person

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