Email Customer Support Team Lead

This is a fully remote position, open to applicants in Philippines, +2 more countries.

📋 Description

• Supervise the daily operations and coverage of the Email Customer Support team.

• Track ticket volume, distribution, response times, resolution times, and adherence to SLAs.

• Ensure that customer inquiries are appropriately assigned and addressed within the expected response times.

• Evaluate customer interactions for accuracy, professionalism, empathy, brand voice, and quality of resolution.

• Offer real-time coaching, feedback, and guidance to enhance team performance and written communication skills.

• Conduct regular one-on-one meetings with team members to support their development, address performance issues, and reinforce expectations.

• Manage escalated customer concerns that involve complex, sensitive, or unresolved issues.

• Assist agents with challenging customer situations and provide guidance on suitable resolutions.

• Ensure compliance with customer service policies and procedures, including orders, subscriptions, refunds, cancellations, and product inquiries.

• Review customer support tickets to confirm that interactions are accurately documented and resolved.

• Monitor KPIs including response time, resolution rate, CSAT, ticket volume, productivity, quality, and adherence to schedules.

• Identify recurring customer issues, workflow bottlenecks, and performance trends.

• Support the onboarding and continuous training of Email Customer Support Specialists.

• Communicate policy updates, product changes, process modifications, promotions, and priority issues to the team.

• Prepare and present team performance reports to leadership.

• Escalate concerns regarding attendance, performance, customer experience, or operational issues as necessary.

• Enhance workflows and processes to boost efficiency while preserving the quality of customer service.

• Ensure reliable daily email support coverage.

• Monitor team attendance and adherence to schedules.

• Guarantee that escalated cases are managed properly and promptly.

• Maintain accurate and timely performance reporting.

⛳️ Requirements

• A minimum of 1 year of experience in customer support, email support, e-commerce, or a related field.

• Previous experience in a leadership position such as Team Lead, Supervisor, Senior Customer Service Representative, or a similar role is preferred.

• Extensive experience in managing customer inquiries via email or ticket-based support systems.

• Exceptional written communication skills with a strong command of grammar, tone, and attention to detail.

• A solid understanding of professional and empathetic customer communication.

• Experience in coaching, mentoring, or supervising customer service representatives.

• Familiarity with customer service KPIs such as response time, SLA adherence, CSAT, resolution rate, ticket volume, quality, and productivity.

• Strong organizational and time-management capabilities.

• Ability to prioritize a high volume of customer inquiries and address competing team needs.

• Excellent problem-solving skills and sound judgment in handling escalated or sensitive customer situations.

• Capacity to balance productivity expectations with customer experience and quality of response.

• Comfortable providing constructive feedback and holding team members accountable.

• Strong reporting and analytical abilities.

• Experience with platforms like Zendesk, Gorgias, Shopify, Kustomer, or similar customer support tools is an advantage.

• Background in e-commerce, health, wellness, supplements, or consumer products is a plus.

• Reliable internet connection and a suitable remote work environment.

• Availability for EST-based working hours.

• Willingness to work a fixed schedule based on business needs.

• Availability for at least 5 working days of rotational time off.

• Ability to clock in and out using When I Work.

🏝️ Benefits

• Full-time contract position.

• Remote work opportunity.

• EST-based hours.

• Fixed schedule determined by business needs and customer support coverage.

• 8-hour shift comprising 7.5 working hours and a 30-minute unpaid lunch break.

• At least 5 working days of rotational time off based on staffing and coverage needs.