Email Customer Support Team Lead
Core
Lead day-to-day operations and performance of an email and ticket-based customer support team, ensuring positive customer experiences and operational efficiency.
Role type
Senior IC customer support team lead
Builds
Customer support operations and team performance
Domain
E-commerce / Consumer products
Deliverable
dashboards & analysis
Required skills
Email support, team leadership, written English communication, coaching, KPI monitoring, problem-solving, process improvement, reporting, Zendesk/Gorgias/Shopify/Kustomer familiarity
Preferred skills
E-commerce/health/wellness experience, prior Team Lead/Supervisor experience
Technologies
Zendesk, Gorgias, Shopify, Kustomer
Responsibilities
Oversee daily workflow, staffing, and ticket distribution; Monitor ticket volume, response times, and SLA adherence; Review customer interactions for quality and brand voice; Provide real-time coaching and feedback; Handle escalated and complex customer concerns; Track KPIs and prepare performance reports; Identify workflow bottlenecks and recommend improvements; Support onboarding and training for support specialists.
Seniority
Senior, hands-on IC