Customer Service Team Lead
Portmore, St. Catherine Parish, Jamaica · Full Time
Be the first to apply
- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 6 hours ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
About the Role
TalentPop is seeking a dedicated Customer Service Team Lead to inspire, guide, and uplift our customer support agents serving prominent e-commerce brands. This position entails direct client involvement and requires prior hands-on experience with Gladly, a mandatory skill for success in this role. We want a results-oriented leader adept at balancing team management with operational effectiveness.
Key Responsibilities
- Supervise and track performance metrics of assigned agents to consistently achieve or surpass set KPIs.
- Conduct ongoing coaching and personalized support for team members to facilitate their development.
- Perform thorough performance evaluations twice a year and suggest growth, advancement, or reward opportunities.
- Foster an encouraging, positive, and high-achieving team culture.
- Utilize Gladly expertise to enhance client operations and guide the team in delivering outstanding customer service.
Required Qualifications and Skills
- Hands-on proficiency with Gladly (mandatory).
- At least 3 years leading customer service teams.
- Demonstrated experience in e-commerce customer service platforms such as Shopify, BigCommerce, or Amazon is advantageous.
- Excellent command of English, both written and oral.
- Familiarity with customer support tools including G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Experience managing KPIs, attendance, and employee performance meticulously.
- Skilled in regular coaching, one-on-one mentoring, and formal performance reviews.
- Ability to assess and support team well-being.
- Strong analytical capability to generate and interpret performance reports.
Work Schedule
This is a full-time, Monday through Friday role aligned with US Pacific Standard Time.
Why Work With TalentPop?
- Bonuses linked to individual and team performance.
- Comprehensive health and dental insurance coverage.
- Paid leave provisions.
- Year-end performance bonus.
Technical Requirements
- A personal computer equipped at minimum with an Intel i5 or equivalent AMD processor.
- Reliable internet connection with at least 20 Mbps upload and download speed.