Customer Service Team Lead
Mandeville, Manchester Parish, Jamaica · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
Overview
Join TalentPop as a Customer Service Team Lead where your leadership will inspire and elevate customer support teams delivering outstanding service for e-commerce clients. This role requires hands-on expertise with Gladly software and focuses on balancing strong people management with operational excellence.
Key Responsibilities
- Oversee and evaluate assigned agents' performance, ensuring key performance indicators are met or surpassed.
- Conduct frequent coaching and provide individualized assistance to team members to enhance their skills and success.
- Perform bi-annual performance appraisals, identifying chances for growth, recognition, or promotion.
- Foster a motivating, encouraging, and high-achievement work environment.
- Utilize Gladly knowledge to support client operations and guide teams in delivering exemplary customer experiences.
Required Qualifications and Experience
- Demonstrated hands-on use of Gladly is mandatory.
- At least 3 years of leadership experience within customer service settings.
- Experience in e-commerce customer support (experience with Shopify, BigCommerce, or Amazon platforms is beneficial).
- Excellent English proficiency in writing and speaking.
- Familiarity with customer support tools such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Proven ability to manage attendance, KPIs, and team performance accurately.
- Experienced in team coaching, mentoring, and conducting performance evaluations.
- Skilled at assessing team well-being and offering necessary support.
- Strong analytical capability to produce, interpret, and act based on performance reports.
Working Conditions
Full-time role, Monday through Friday, operating in the US Pacific Standard Timezone.
Compensation and Benefits
- Performance and recognition bonuses.
- Health and dental insurance coverage.
- Paid time off.
- Year-end bonus.
Technical Requirements
- Personal computer with at least Intel i5 or AMD equivalent processor.
- Reliable internet connection with a minimum speed of 20 Mbps for both download and upload.