Customer Service Team Lead

Overview

We are seeking a dynamic Customer Service Team Lead to inspire, guide, and elevate our support team dedicated to e-commerce clients. The ideal candidate will possess significant leadership experience and hands-on proficiency with the Gladly customer support platform. This role requires managing team performance and cultivating an environment of operational excellence and exceptional customer experiences.

Key Qualifications

• Must have direct experience working with Gladly — this is mandatory.
• A minimum of three years in a leadership role within a customer service setting.
• Experience supporting e-commerce platforms like Shopify, BigCommerce, or Amazon is advantageous.
• Excellent English communication skills, both written and verbal.
• Familiarity with customer support tools such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Demonstrated ability to manage and analyze KPIs, attendance, and overall team performance effectively.
• Consistent practice of team coaching, one-on-one mentoring, and conducting performance evaluations.
• Capability to monitor team well-being and provide necessary support.
• Strong analytical skills for interpreting and acting on performance data.

Role Responsibilities

• Oversee and track the performance of assigned agents to ensure that KPIs are met or exceeded regularly.
• Carry out consistent coaching and mentoring sessions tailored to individual team members.
• Conduct bi-annual performance appraisals, identifying opportunities for advancement or recognition.
• Foster a positive, encouraging, and high-achieving team culture.
• Utilize expertise in Gladly to support client operations and empower your team to deliver outstanding customer service.

Work Schedule

This is a full-time, onsite position operating Monday through Friday aligned with the US Pacific Standard Time zone.

Benefits and Perks

• Bonuses linked to performance and recognition.
• Health and dental insurance coverage.
• Paid time off entitlements.
• Year-end bonus incentives.

Technical Requirements

• Access to a personal computer equipped with at least an Intel i5 processor or AMD equivalent.
• Reliable internet connection with a minimum download and upload speed of 20 Mbps.

Additional Information

If you are a results-oriented leader with a proven track record in customer service and Gladly expertise, we encourage you to apply and contribute to redefining excellence in customer support.