Team Lead - Customer Support

Job Title: Team Lead - Customer Support

Department: Operations

Reports To:  Danes

Job Summary:

The Team Lead is responsible for overseeing the day-to-day operations of the customer support team and ensuring a high standard of service delivery. This role supports team performance, coaching, and communication while fostering a positive, collaborative remote culture.

The Team Lead works closely with the Account Coordinator to support operational alignment, reporting, and escalations, and assists with weekly team reporting to provide visibility into performance and trends.

Key Responsibilities

• Oversee daily team operations to ensure exceptional customer support and adherence to performance expectations

• Respond to and resolve escalated, complex, or unique customer issues

• Collaborate closely with the Account Coordinator to support escalations, workflows, and team needs

• Assist with weekly reporting and contribute to week/month-end team or client summaries

• Support onboarding and training of new team members

• Keep team members informed about processes, policies, updates, and objectives

• Coach and support team members to improve performance and maintain quality standards

• Partner with the team to identify opportunities for improvement and help implement viable solutions

• Work with the scheduling team to ensure adequate coverage and support business needs

• Engage with teammates using virtual collaboration tools (Google Meet, Slack, webcams) to foster a connected remote team environment

• Operate with a growth mindset and a willingness to learn and adapt

Required Qualifications

• Prior customer service experience

• Fluency in English

• Excellent written and verbal communication skills

• Strong active listening skills and ability to build trust and rapport with teammates

• Comfort navigating multiple systems and performing data entry

• Ability to maintain confidentiality and handle sensitive information securely

• Ability to collaborate effectively in a fully remote environment

Preferred Qualifications

• Experience working with Gorgias, Shopify, Yotpo

• Experience using Google Workspace, Teams

• Prior experience in a team lead, senior agent, or support leadership role

Key Competencies

• Leadership & People Management: Ability to coach, mentor, and guide team members to improve performance and maintain service quality.

• Communication & Interpersonal Skills: Clear, professional, and empathetic communication with team members and customers, fostering trust and collaboration.

• Customer Service Excellence: Ability to handle escalated or complex customer issues and deliver practical, high-quality solutions.

• Operational & Analytical Skills: Ability to monitor, analyze, and improve team workflows, metrics, and reporting.

• Personal Attributes: Willingness to learn, adapt to change, and maintain confidentiality while upholding organizational standards.

Physical Requirements/Work Environment (if applicable)

• A laptop or desktop computer running Windows 10 or later.

• Reliable high-speed internet connection with at least:

*30 Mbps download speed

*5 Mbps upload speed (testable via speedtest.net).

• Backup internet connection is required.

• A dedicated work area free from distractions and background noise

Salary Range: Will be disclosed in the job offer.