Email Customer Support Team Lead

Role Overview:

• Lead the day-to-day operations of the email customer support team, overseeing coverage, ticket distribution, and service levels.
• Balance operational targets with empathy and service quality to ensure a consistently positive customer experience.

Key Responsibilities:

• Monitor ticket volume, response times, productivity, and SLA adherence, and assign inquiries appropriately.
• Provide real-time coaching, regular one-on-ones, and constructive feedback to develop team members.
• Handle escalated and sensitive customer concerns while guiding agents through appropriate resolutions.

Requirements:

• 1+ year of customer support or e-commerce experience, with previous Team Lead or supervisory experience preferred.
• Strong written English communication, coaching skills, and familiarity with Zendesk or similar platforms.
• Ability to work a fixed EST-based schedule and maintain reliable daily coverage.

Why Join:

• Fully remote role with an opportunity to shape workflows and improve service quality.
• Gain hands-on experience across customer experience, QA, team performance, and operational improvement.