Email Customer Support Team Lead
New
I
Incubator LabCustomer Support
Philippines / Worldwide / Argentina / Chile / Central African Republic, EST hoursContractLead
Salary8 USD per hour
Apply NowOpens the employer's application page
Job Details
- Experience
- 1+ year of experience in customer support, email support, e-commerce, or a similar environment
- Required Skills
- ShopifyWritten communicationZendesk
Requirements
- 1+ year of experience in customer support, email support, or e-commerce.
- Previous experience as a Team Lead, Supervisor, or Senior Customer Service Representative.
- Strong experience handling customer inquiries through email or ticket-based support.
- Excellent written communication skills with strong grammar and tone.
- Experience coaching, mentoring, or supervising customer service representatives.
- Familiarity with customer service KPIs (SLA, CSAT, resolution rate, ticket volume).
- Strong organizational, problem-solving, and analytical skills.
- Reliable internet connection and suitable remote work environment.
- Experience with platforms such as Zendesk, Gorgias, Shopify, or Kustomer (plus).
- Experience in e-commerce, health, or consumer products (plus).
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
