Customer Service Team Lead

About the Role

TalentPop is seeking a dedicated Customer Service Team Lead to inspire, guide, and uplift our customer support agents serving prominent e-commerce brands. This position entails direct client involvement and requires prior hands-on experience with Gladly, a mandatory skill for success in this role. We want a results-oriented leader adept at balancing team management with operational effectiveness.

Key Responsibilities

• Supervise and track performance metrics of assigned agents to consistently achieve or surpass set KPIs.
• Conduct ongoing coaching and personalized support for team members to facilitate their development.
• Perform thorough performance evaluations twice a year and suggest growth, advancement, or reward opportunities.
• Foster an encouraging, positive, and high-achieving team culture.
• Utilize Gladly expertise to enhance client operations and guide the team in delivering outstanding customer service.

Required Qualifications and Skills

• Hands-on proficiency with Gladly (mandatory).
• At least 3 years leading customer service teams.
• Demonstrated experience in e-commerce customer service platforms such as Shopify, BigCommerce, or Amazon is advantageous.
• Excellent command of English, both written and oral.
• Familiarity with customer support tools including G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Experience managing KPIs, attendance, and employee performance meticulously.
• Skilled in regular coaching, one-on-one mentoring, and formal performance reviews.
• Ability to assess and support team well-being.
• Strong analytical capability to generate and interpret performance reports.

Work Schedule

This is a full-time, Monday through Friday role aligned with US Pacific Standard Time.

Why Work With TalentPop?

• Bonuses linked to individual and team performance.
• Comprehensive health and dental insurance coverage.
• Paid leave provisions.
• Year-end performance bonus.

Technical Requirements

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