Customer Service Team Lead
Kingston, St. Andrew Parish, Jamaica · À temps plein
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- Expérience
- 3 ans et plus
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 3 heures
- Mode de travail
- Au bureau
- CV
- Candidature requise
Votre lieu de travail
Description de l'emploi
About the Role
We are seeking a Customer Service Team Lead to inspire and guide our customer support teams in delivering outstanding service for e-commerce clients. This role requires hands-on experience with Gladly and a proven ability to balance effective people management with operational efficiency.
Key Responsibilities
- Oversee and track the performance of assigned customer service agents to ensure KPIs are consistently achieved or surpassed.
- Conduct frequent coaching sessions and deliver personalized support to help team members improve and excel.
- Carry out bi-annual performance evaluations and make recommendations regarding growth opportunities, promotions, or recognition.
- Foster a positive and high-achieving team culture focused on support and excellence.
- Utilize Gladly expertise to support client operations and guide the team in providing exceptional customer experiences.
Qualifications and Skills
- Minimum three years of leadership experience within a customer service environment.
- Mandatory prior hands-on experience using Gladly.
- Background in e-commerce customer service is a strong advantage, especially familiarity with platforms like Shopify, BigCommerce, or Amazon.
- Excellent command of English, both written and verbal.
- Experience with support tools such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Demonstrated ability to manage KPIs, attendance, and employee performance effectively.
- Proficient in delivering training, one-on-one mentoring, and conducting performance reviews.
- Capability to assess team well-being and offer support where required.
- Analytical aptitude to develop, analyze, and act on performance metrics and reports.
Work Schedule
This is a full-time position working Monday through Friday operating on a US Pacific Standard Time schedule.
Benefits
- Performance and recognition bonuses.
- Health and dental insurance coverage.
- Paid time off.
- Annual year-end bonus.
Technical Requirements
- Personal computer equipped with at least an Intel i5 or AMD equivalent processor.
- Reliable internet connection with minimum speeds of 20 Mbps for both download and upload.