Email Customer Support Team Lead

Accountabilities:

• • Oversee the daily workflow, staffing coverage, and ticket distribution of the Email Customer Support team.
  • Monitor ticket volume, response and resolution times, productivity, service levels, and SLA adherence.
  • Ensure customer inquiries are assigned appropriately and resolved within expected timeframes.
  • Review customer interactions for accuracy, professionalism, empathy, brand voice, documentation quality, and resolution effectiveness.
  • Provide real-time coaching, constructive feedback, and guidance to improve team performance and written communication.
  • Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations.
  • Handle escalated, complex, sensitive, or unresolved customer concerns and guide agents through appropriate resolutions.
  • Ensure adherence to customer service policies and procedures related to orders, subscriptions, refunds, cancellations, and product inquiries.
  • Track KPIs including response time, resolution rate, CSAT, ticket volume, productivity, quality, and schedule adherence.
  • Identify recurring customer concerns, workflow bottlenecks, and performance trends, and recommend process improvements.
  • Support onboarding, training, and ongoing development for Email Customer Support Specialists.
  • Communicate policy changes, product updates, process changes, promotions, and priority issues clearly to the team.
  • Prepare and communicate team performance reports and escalate attendance, performance, customer experience, or operational concerns when necessary.
  • Improve workflows and support processes to increase efficiency while maintaining service quality.
  • Maintain reliable daily support coverage and ensure escalated cases are handled appropriately and promptly.

  Requirements:

  • 1+ year of experience in customer support, email support, e-commerce, or a similar environment.
  • Previous experience as a Team Lead, Supervisor, Senior Customer Service Representative, or in a comparable leadership position is preferred.
  • Strong experience handling customer inquiries through email or ticket-based support channels.
  • Excellent written English communication skills, including grammar, tone, clarity, empathy, and attention to detail.
  • Experience coaching, mentoring, supervising, or providing performance feedback to customer service representatives.
  • Familiarity with customer support KPIs such as response time, SLA adherence, CSAT, resolution rate, ticket volume, quality, and productivity.
  • Strong organizational and time-management skills, with the ability to prioritize high volumes of inquiries and competing team needs.
  • Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations.
  • Ability to balance productivity and operational expectations with customer experience and response quality.
  • Comfortable holding team members accountable while providing constructive and supportive feedback.
  • Strong reporting, analytical, and performance-monitoring skills.
  • Experience with Zendesk, Gorgias, Shopify, Kustomer, or similar customer support platforms is a plus.
  • Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous.
  • Reliable internet connection and a suitable remote working environment.
  • Ability to work a fixed schedule aligned with EST-based business hours.
  • Willingness to work rotational time off and provide additional coverage when required by business needs.

  Benefits:

  • $8 per hour compensation.
  • Full-time contract position.
  • Fully remote work arrangement.
  • Fixed EST-based schedule aligned with customer support coverage needs.
  • 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch.
  • Opportunity to lead and develop a customer support team in a fast-paced environment.
  • Hands-on experience across customer experience, quality assurance, team performance, and operational improvement.
  • Opportunity to contribute directly to workflow optimization and service quality improvements.