Customer Service Group Leader

Job Description

At UL Solutions, our customers are at the heart of everything we do. As a Customer Service Group Leader , you will be responsible for managing a customer care team, ensuring effective workload distribution, meeting performance goals and KPIs, and fostering staff development. You will oversee team performance, assign work strategically, and support individual growth through coaching and mentoring. This role plays a key part in maintaining high standards of customer service and operational efficiency.

Additionally, you will identify and resolve issues related to customer engagements and be involved in escalations related to the support services provided.

Responsibilities

• Conduct regular 1:1s, coaching, and mentoring sessions to support individual growth.
• Foster a collaborative, trust-based team culture.
• Maintain strong performance accountability by regularly assessing team members to ensure they consistently meet or exceed minimum performance expectations.
• Ensure high-quality delivery across all support services provided by the team.
• Lead, promote, and embrace change for self and team. Coach and mentor employees to do the same.
• Act as an escalation point for Customer Care team members for any customer engagement related to the support services provided by the team.
• Collaborate with internal stakeholders to resolve escalations or further escalate if required.
• May lead or oversee special projects that extend outside of standard operations by aligning project requirements with team members’ strengths and capabilities, ensuring successful execution and optimal resource utilization.
• Proactively identify potential support services issues, trying to minimize customer impact where possible.
• Participate with other leaders and managers in group-level discussions, meetings, and process improvement initiatives.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.
  
  

• Education at degree level or equivalent work experience.
• 7-10 years of experience in customer service or support roles, with 2 years in a supervisory role.
• Strong customer service experience working with global customers.
• Experience handling customer complaints and/or escalations.
• Strong communication, both written and verbal.
• Ability to build relationships with internal teams across all functions.
• Highly motivated and task-driven, demonstrating a strong sense of self-accountability.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese).