Senior CSR Team Lead – Construction Estimation (US Market)

We are looking for a motivated and experienced Senior CSR Team Lead with expertise in Construction Estimation for the US market to join our team based in Lahore. This full-time position operates on a night shift from 5:00 PM to 2:00 AM (Pakistan Standard Time). The successful candidate will have hands-on experience in US construction estimation, strong leadership skills, and excellent customer service capabilities. You will be responsible for leading a team of Customer Service Representatives (CSRs), managing client relationships, coordinating estimation requests, and ensuring the delivery of high-quality services to US-based clients. This role offers a competitive salary, performance-based bonuses, and opportunities for career advancement.

Key Responsibilities

- Lead, manage, and motivate the CSR team to achieve and surpass performance goals.
- Handle customer inquiries and maintain strong relationships with clients based in the US.
- Apply a comprehensive understanding of the US construction estimation industry and market requirements.
- Coordinate with estimators and clients to guarantee accurate and timely estimation service delivery.
- Manage incoming leads, follow-ups, and all customer communications efficiently.
- Monitor team performance, establish clear targets, and prepare detailed performance reports.
- Train and mentor CSRs to improve their communication and customer service skills.
- Address client concerns promptly to ensure high customer satisfaction levels.
- Collaborate closely with estimation and sales teams to optimize workflows and increase lead conversion rates.
- Ensure the team consistently meets quality, productivity, and customer service standards.

Required Qualifications

- At least 2 years of experience in customer service, sales, or team leadership within the US construction estimation sector.
- Practical knowledge of the US construction estimating process and client expectations.
- Proven track record in leading or supervising a CSR or customer support team.
- Excellent verbal and written English communication skills.
- Strong familiarity with US construction terminology and project workflows.
- Experience working with US-based clients and construction companies.
- Demonstrated leadership, problem-solving, and organizational abilities.
- Ability to work independently and manage a team in a fast-paced environment.
- Willingness to work the night shift from 5:00 PM to 2:00 AM.

Preferred Qualifications and Benefits

- Experience with construction estimating companies or takeoff service providers is highly desirable.
- Knowledge of both residential and commercial construction projects.
- Familiarity with CRM systems, lead management tools, and customer follow-up processes.
- Experience with construction estimating software or platforms is an advantage.

We offer a competitive salary aligned with your experience and skills, along with performance-based bonuses and incentives to reward your contributions. There are clear opportunities for career growth and leadership development within a professional and collaborative work environment. You will have the chance to work directly with US-based construction clients and benefit from ongoing training to enhance your expertise.

This position requires in-person attendance at our Lahore office. Candidates with relevant experience in US construction estimation and team leadership are encouraged to apply with an updated resume to join our growing team.