Customer Support Lead
Core
Lead and coach a team of Customer Support Representatives to ensure timely, high-quality support for an eCommerce phone accessory brand.
Role type
Customer Support Lead (People Management & Operations)
Builds
Customer support operations for a direct-to-consumer eCommerce brand
Domain
eCommerce / Consumer Electronics
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, conflict de-escalation, operational process improvement, ticket queue management
Preferred skills
eCommerce environment experience, training and onboarding support
Technologies
Google Workspace, Shopify, Gorgias, ShipStation, AfterShip Returns, Agorapulse
Responsibilities
Lead and coach support representatives via one-on-ones; monitor ticket queues and team performance; resolve escalated customer issues; conduct performance evaluations; assist with training and onboarding; support implementation of new processes.
Seniority
Mid-level, hands-on IC with people management focus