Job Description

Role Summary

The Customer Service Lead works alongside Everblue's Customer Service team, personally handling customer inquiries, Jira tickets, enrollments, and student support while guiding two Customer Service representatives. This hands-on role combines daily service delivery, issue resolution, team coaching, and accurate training administration to keep operations running smoothly.

Reports to the Director of Training Operations and works closely with Program Managers, Training Operations, and other Everblue departments.

Key Responsibilities

Customer Service Leadership & Support

• Handle and resolve Jira Service Management tickets and respond directly to customers through email, phone, and live chat.
• Lead and support the team by prioritizing daily requests, managing queue coverage, and ensuring timely follow-up.
• Investigate customer questions and escalations involving registrations, course access, certifications, exams, and scheduling, taking ownership through resolution.
• Train and coach team members, provide practical guidance, and encourage accountability and independent problem-solving.

Enrollment & Training Administration

• Process orders, student registrations, and course enrollments for Everblue's open-enrollment, group, and funded training programs.
• Create and update student accounts and maintain accurate records in the Learning Management System (LMS), Airtable, WordPress/WooCommerce, and related platforms.
• Troubleshoot course access and enrollment issues; process attendance updates and assist with student progress, completion records, and certificates.
• Verify program-specific enrollment information, follow established procedures, and refer eligibility exceptions to Program Managers.

Knowledge Management & Department Coordination

• Maintain and update Customer Service SOPs, FAQs, program guides, training materials, and other essential team resources.
• Help team members use these resources to provide accurate answers, follow consistent procedures, and resolve routine issues independently.
• Work with Program Managers, Training Operations, LMS/Technology, and other departments to clarify requirements, resolve issues, and share important updates.

Quality Assurance & Process Improvement

• Review customer service activity, ticket trends, and team performance to identify follow-up needs and improvement opportunities.
• Perform and coordinate routine audits of enrollments, attendance, and student records to maintain accuracy across Airtable, the LMS, and related systems.
• Identify recurring customer and operational issues, recommend solutions, and help improve everyday workflows.
• Assist with reporting and collaborate on practical system improvements and automation initiatives.

What We're Looking For

• Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
• Customer service experience; training, mentoring, or team leadership experience is a plus.
• Excellent communication and interpersonal skills, with a professional and customer-focused approach.
• Strong problem-solving skills, sound judgment, and follow-through when handling customer issues.
• Ability to quickly learn new software and work confidently across multiple systems.
• Ability to balance hands-on customer support with coaching, documentation, and improving team processes.
• A dependable, collaborative team leader who takes ownership, shows initiative, and helps others succeed.

Experience with Jira, Airtable, LMS platforms, or training administration is helpful but not required.

Benefits & Compensation

• Competitive compensation based on experience and qualifications
• Paid time off and holidays
• Professional development and certification opportunities
• Flexible, mission-driven work environment. Hybrid schedule available after initial onboarding in Huntersville, NC.

Why Join Everblue

At Everblue, you'll do more than coordinate programs. You'll help launch careers, strengthen communities, and advance energy efficiency across the country. Join a collaborative team that values expertise, initiative, innovation, and service while making a lasting impact on the industries and people we serve.

Equal Opportunity Employer

Everblue is an equal opportunity employer. We value the diverse perspectives, experiences, and talents within our team and encourage all qualified candidates to apply.

Everblue reserves the right to use artificial intelligence (AI) tools in parts of the hiring process. These tools may screen applications, route candidate communications, schedule interviews and/or assist in reviewing interview responses. A human recruiter or hiring manager makes every final hiring decision. Contact Kristie Allred (kristie.allred@goeverblue.com) with questions about this process or to request an alternate process.