- Oversee the daily workflow and coverage of the Email Customer Support team.
- Monitor ticket volume, distribution, response times, and SLA adherence.
- Review customer interactions for accuracy, professionalism, and empathy.
- Provide real-time coaching, feedback, and 1:1s to improve team performance.
- Handle escalated customer concerns involving complex or sensitive issues.
- Track key performance indicators including CSAT, resolution rate, and productivity.
- Support onboarding and ongoing training for support specialists.
- Prepare and communicate team performance reports to leadership.
ShopifyWritten communicationZendesk