Customer Service Team Lead
May Pen, Clarendon, Jamaica · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
About the Role
We are seeking an accomplished Customer Service Team Lead to inspire, manage, and enhance our client’s customer support teams tailored for e-commerce businesses. This role demands hands-on expertise with the Gladly platform, as well as a strong focus on operational leadership and team development to consistently deliver outstanding service.
Key Responsibilities
- Oversee and drive the performance of assigned customer service agents to consistently achieve or surpass KPIs.
- Lead frequent coaching sessions and provide tailored guidance for team members' success.
- Conduct bi-annual performance evaluations and suggest paths for professional growth, advancement, or reward.
- Foster a positive and motivating work culture that encourages high achievement.
- Utilize Gladly proficiently to support client processes and empower the team towards exceptional customer interaction.
Qualifications and Experience
- Mandatory prior hands-on experience with Gladly.
- At least 3 years’ leadership in customer service, particularly within e-commerce environments (Shopify, BigCommerce, or Amazon exposure is beneficial).
- Excellent English communication skills, both verbal and written.
- Knowledge of support platforms such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Demonstrated ability to manage KPIs, attendance, and overall team performance accurately.
- Experienced in coaching, mentoring, and conducting thorough performance reviews.
- Ability to monitor and support the well-being of team members.
- Strong analytical capability to evaluate reports and implement data-driven improvements.
Schedule and Work Environment
This is a full-time, onsite position based in May Pen, Clarendon, Jamaica. The workweek is Monday through Friday aligned with US Pacific Standard Time operating hours.
Technical Requirements
- Personal computer equipped with a minimum Intel i5 processor or equivalent AMD processor.
- Stable internet connection with at least 20 Mbps upload and download speeds.
Benefits and Perks
- Bonus schemes based on performance and recognition.
- Health and dental insurance coverage.
- Paid time off allowances.
- Year-end bonus incentives.