Customer Service Lead

Job overview

The Customer Service Lead role is onsite in Potsdam, NY. Compensation is $45,000–$65,000 per year. The position supports customer service at Crawford Technologies, described in the posting as a growing software company. The lead coordinates service work for complex clients, resolves escalated issues, and keeps internal teams accountable for follow-through. The role also coaches customer service associates and identifies process improvements that support service quality and client retention.

What you'll do

• Coordinate daily customer-service activities and guide team members
• manage complex client relationships and escalations
• identify owners and track issues through resolution
• assess urgency, customer impact, and business risk
• coordinate with internal functions
• provide status updates to senior management
• monitor service quality and performance
• mentor associates
• identify recurring issues and recommend improvements
• maintain CRM and case records
• and support service KPIs and client retention.

What we're looking for

Skills & competencies

customer service lead

client support

escalation management

customer experience

team mentoring

crm

process improvement

potsdam ny

crawford technologies

$45k–$65k/year

Work arrangement

• Weekend coverage required

Benefits & perks

• The posting lists medical, dental, vision, short- and long-term disability, group and voluntary life insurance, sick time, vacation pay, holiday pay, and eligibility for a discretionary bonus.

Why this role

Leads escalations and cross-functional issue resolution for large or complex clients.

About the employer

Crawford Technologies is hiring for this role. Industry: Software Publishers. Sector: 51.