Customer Support Team Lead, Email Operations
New
H
HyprworkE-commerce, Health and Wellness
Argentina. Brazil. Mexico. Dominican Republic. Chile. PanamaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years of experience in a customer support email role, with at least 1 year in a lead or supervisory capacity
- Required Skills
- Zendesk
Requirements
- 2+ years of experience in a customer support email role
- 1+ year in a lead or supervisory capacity
- Experience with helpdesk platforms (Richpanel, Zendesk, Gorgias, Freshdesk, or equivalent)
- Proven ability to manage SLAs
- Proven ability to coach agents
- Proven ability to maintain quality standards in a fast-paced environment
- Familiarity with ecommerce, subscription models, or health and wellness brands (strong plus)
- Strong written English: grammar, tone, clarity, and empathy
- Ability to de-escalate difficult customer situations through professional, empathetic responses
- A coaching-first leadership style
- Comfortable with afternoon shift work on a consistent basis
Responsibilities
- Supervising and guiding email support representatives throughout the afternoon shift.
- Monitoring the team queue in real time to ensure ticket response and resolution SLAs are met.
- Coaching agents on communication quality, empathy, product knowledge, and the application of Hyprwork's refund, return, and cancellation policies.
- Identifying underperforming agents early and building targeted improvement plans.
- Assisting in onboarding and training new email support hires.
- Reviewing and QA-scoring a daily sample of email responses for tone, accuracy, policy compliance, and brand voice consistency.
- Enforcing the 90-day money-back guarantee policy and all related refund, return, and cancellation procedures consistently across the team.
- Handling escalated customer complaints and working toward first-contact resolution.
- Coordinating with the QA Specialist to align coaching priorities with audit findings.
- Reporting daily KPIs (response time, CSAT, resolution rate, QA scores) to the Head of CX.
- Coordinating shift handoffs with the morning lead to ensure continuity on open cases, pending escalations, and queue status.
- Flagging recurring customer issues and complaint patterns to the QA and product teams for upstream resolution.
- Surfacing operational insights that inform policy, process, or product improvements.
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