Customer Service Department Transition Lead Specialist (Temp-to-hire)

Customer Service Transition Specialist (Temp-to-Hire) Location: Remote (US-Based, Eastern Time Zone) Duration: 3-6 Months (Potential for Permanent Role) Are you ready to step into a high-visibility, mission-critical role that directly shapes the future of our company's customer service operations? We are seeking an exceptional temporary Customer Service Transition Specialist to lead the strategic transition of our UK-based customer service team to a consolidated, efficient US-based operation. Why This Role Matters: You will be at the forefront of this transformational project, directly impacting customer experience, operational efficiency, and our company's long-term success. You'll work closely with senior leadership, providing critical insights and shaping processes that drive significant business results. This role offers not just immediate impact but also the potential for long-term career growth within our expanding US operations. What You’ll Do: • Rapidly engage with our UK customer service team to secure essential knowledge within the first 3-4 weeks. • Conduct a detailed audit of existing customer service backlogs, ensuring clarity and priority management. • Recommend actionable technology and process improvements to senior leadership, directly influencing strategic decisions. • Directly manage and deliver exceptional customer service for our UK customers, maintaining seamless support throughout the transition. • Utilize your analytical skills to streamline processes, identifying opportunities to enhance our operational excellence and customer satisfaction. Who You Are: • A seasoned professional with 3+ years in customer service management, ideally experienced in transitions or consolidations. • An analytical thinker with a proven ability to audit operational challenges and deliver practical solutions. • A skilled communicator able to build trust quickly, especially in remote, cross-cultural teams. • Proactive and independent, thriving in dynamic and evolving environments. • Experienced or familiar with Salesforce and/or Microsoft D365 F&O (preferred but not required). What You’ll Gain: • High visibility and direct access to executive management. • A pivotal role influencing the strategic direction of our customer service operations. • Valuable experience positioning you for future opportunities within the organization. • Fully remote flexibility with preference given to candidates in the Eastern Time Zone. Compensation Overview: • Temporary hourly rate: $50/hour • Performance Bonus: $5,000 total for the 6-month assignment, distributed as follows: • End of Month 2: $1,500 • End of Month 4: $1,500 • End of Month 6: $2,000 In addition to your hourly rate, you’ll have the opportunity to earn a performance-based bonus. This bonus is structured around clear and controllable metrics such as your timeliness in auditing, quality of customer interactions, proactive management of communications, and thoroughness of documentation. We recognize that certain outcomes depend on the responsiveness of other teams such as tech and ops. Therefore, we value your proactive efforts, clarity in escalation, and documentation of your recommendations as significant factors toward bonus achievement." Bonus Criteria: • Quality and timeliness of audits of customer backlog • Effectiveness and completeness of documentation and recommendations • Communication efficiency which includes timely status updates and reporting • Customer satisfaction ratings directly tied to controllable interactions • Proactive escalation and follow-up (clearly documented) with tech or other teams If you’re ready to leverage your skills in a role that truly matters, we’d love to hear from you! Apply tot his job