Customer Service Team Lead

About the Role

We are seeking a Customer Service Team Lead to inspire and guide our customer support teams in delivering outstanding service for e-commerce clients. This role requires hands-on experience with Gladly and a proven ability to balance effective people management with operational efficiency.

Key Responsibilities

• Oversee and track the performance of assigned customer service agents to ensure KPIs are consistently achieved or surpassed.
• Conduct frequent coaching sessions and deliver personalized support to help team members improve and excel.
• Carry out bi-annual performance evaluations and make recommendations regarding growth opportunities, promotions, or recognition.
• Foster a positive and high-achieving team culture focused on support and excellence.
• Utilize Gladly expertise to support client operations and guide the team in providing exceptional customer experiences.

Qualifications and Skills

• Minimum three years of leadership experience within a customer service environment.
• Mandatory prior hands-on experience using Gladly.
• Background in e-commerce customer service is a strong advantage, especially familiarity with platforms like Shopify, BigCommerce, or Amazon.
• Excellent command of English, both written and verbal.
• Experience with support tools such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Demonstrated ability to manage KPIs, attendance, and employee performance effectively.
• Proficient in delivering training, one-on-one mentoring, and conducting performance reviews.
• Capability to assess team well-being and offer support where required.
• Analytical aptitude to develop, analyze, and act on performance metrics and reports.

Work Schedule

This is a full-time position working Monday through Friday operating on a US Pacific Standard Time schedule.

Benefits

• Performance and recognition bonuses.
• Health and dental insurance coverage.
• Paid time off.
• Annual year-end bonus.

Technical Requirements

• Personal computer equipped with at least an Intel i5 or AMD equivalent processor.
• Reliable internet connection with minimum speeds of 20 Mbps for both download and upload.