Customer Service Team Lead
Savanna la Mar, Westmoreland Parish, Jamaica · Full Time
Be the first to apply
- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- In office
- Eligibility
- Applicants must have proven leadership experience in customer service and practical knowledge of the Gladly platform. Position is onsite based in Savanna-La-Mar, Westmoreland, Jamaica.
- Resume
- Required to apply
Where you'll work
Job description
About the Role
Step into a leadership role as a Customer Service Team Lead at TalentPop, where you will inspire, guide, and develop a team dedicated to delivering outstanding customer support for e-commerce brands. This position involves direct involvement with client operations and requires prior hands-on experience with the Gladly platform.
Key Responsibilities
- Oversee the performance of assigned agents, ensuring they achieve or surpass their KPIs.
- Conduct frequent coaching sessions and tailored mentorship to foster team success.
- Perform bi-annual performance evaluations and identify avenues for professional growth, promotions, and employee recognition.
- Champion a positive, encouraging, and results-driven team atmosphere.
- Utilize expertise with Gladly to enhance client support operations and guide your team toward excellent customer experiences.
Qualifications and Skills
- Hands-on experience with the Gladly customer service platform (mandatory).
- At least three years of leadership experience in a customer service setting.
- Background in e-commerce customer service, familiarity with platforms such as Shopify, BigCommerce, or Amazon is advantageous.
- Strong proficiency in English, both verbal and written.
- Knowledge of customer support tools including G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Expertise in managing key performance indicators, attendance, and team performance.
- Experience in delivering team coaching, one-on-one mentoring, and comprehensive performance assessments.
- Ability to monitor team morale and provide necessary support.
- Strong analytical skills for generating, interpreting, and acting upon performance metrics.
Work Schedule
Full-time employment from Monday through Friday aligned with the US Pacific Standard Time zone.
Technical Requirements
- Personal computer equipped with at least an Intel i5 or AMD equivalent processor.
- Internet connectivity with a minimum speed of 20 Mbps for both download and upload.
Benefits
- Bonuses based on performance and recognition.
- Health and dental insurance coverage.
- Paid time off.
- Year-end bonus.
Eligibility
Applicants should possess the required leadership experience and Gladly platform proficiency as specified. Location is onsite in Savanna-La-Mar, Westmoreland, Jamaica.