Senior Customer Service Lead – Retail Customer Care

About the role

Apple is seeking a dynamic Senior Customer Service Lead to guide a team of Senior Customer Service Specialists who support Apple Store Online and Retail customers. In this role you will lead complex escalations, recover customer trust, and drive timely resolutions while championing team well‑being.

Key responsibilities

• Lead, coach, mentor and develop a team of Senior Customer Service Specialists, fostering a culture of excellence and continuous improvement.
• Champion team well‑being and maintain a positive, supportive work environment.
• Conduct regular 1:1 meetings, daily huddles, weekly team meetings, bi‑annual performance reviews and provide constructive feedback.
• Act as primary point of contact and subject‑matter expert for high‑priority and complex customer escalations.
• Oversee handling of complex cases, providing guidance and approval for exceptional solutions or policy deviations.
• Ensure all customer interactions are empathetic, professional and deliver outstanding service.
• Monitor and analyze team performance against SLAs, resolution time and customer satisfaction metrics.
• Identify recurring issues and systemic problems from escalations and drive process improvements.
• Contribute to knowledge base and internal documentation, keeping resources up‑to‑date.
• Maintain communication with internal stakeholders about critical issues, trends and resolutions.
• Represent the customer’s voice in internal discussions to advocate for experience enhancements.

Required profile

• Demonstrated ability to foster a positive, supportive, high‑performing team environment, prioritizing well‑being and engagement.
• Strong inclusive leadership skills, creating a respectful, equitable and safe environment where all voices are valued.
• Proven track record in translating insights from customer interactions into impactful process improvements.
• Superior analytical abilities.

Required skills