Email Customer Support Team Lead
Core
Lead day-to-day operations and performance of an email and ticket-based customer support team, ensuring service levels and positive customer experience.
Role type
Senior IC customer support team lead
Builds
Email support workflows and ticket resolution processes
Domain
E-commerce / Consumer products
Deliverable
dashboards & analysis
Required skills
Email support, team leadership, coaching, quality assurance, escalation management, KPI tracking, process improvement, written communication, problem-solving
Preferred skills
Zendesk, Gorgias, Shopify, Kustomer, e-commerce experience
Responsibilities
Oversee daily workflow, staffing, and ticket distribution; Monitor response times, SLA adherence, and productivity; Review customer interactions for quality and brand voice; Provide real-time coaching and feedback; Handle escalated and complex customer concerns; Track KPIs including CSAT and resolution rates; Identify workflow bottlenecks and recommend improvements; Support team onboarding and training.
Seniority
Senior, hands-on IC