Customer Support Team Lead

What You'll Do:

• Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
• Own the escalations queue in Gorgias, working directly with customers and agents to diagnose complex issues and drive resolution quickly
• Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI

About You:

• You have a proven track record managing or leading a customer support team in e-commerce
• You're a strong communicator — whether you're coaching an agent or de-escalating a customer
• You thrive in environments where things move fast and processes are still being built

What We Can Offer You:

• A fully remote, flexible work environment
• Direct exposure to senior leadership and real influence over how the support function is built and scaled
• The chance to shape something from the ground up across two growing luxury brands