Customer Service Team Lead

About the Role

Step into a leadership role as a Customer Service Team Lead at TalentPop, where you will inspire, guide, and develop a team dedicated to delivering outstanding customer support for e-commerce brands. This position involves direct involvement with client operations and requires prior hands-on experience with the Gladly platform.

Key Responsibilities

• Oversee the performance of assigned agents, ensuring they achieve or surpass their KPIs.
• Conduct frequent coaching sessions and tailored mentorship to foster team success.
• Perform bi-annual performance evaluations and identify avenues for professional growth, promotions, and employee recognition.
• Champion a positive, encouraging, and results-driven team atmosphere.
• Utilize expertise with Gladly to enhance client support operations and guide your team toward excellent customer experiences.

Qualifications and Skills

• Hands-on experience with the Gladly customer service platform (mandatory).
• At least three years of leadership experience in a customer service setting.
• Background in e-commerce customer service, familiarity with platforms such as Shopify, BigCommerce, or Amazon is advantageous.
• Strong proficiency in English, both verbal and written.
• Knowledge of customer support tools including G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Expertise in managing key performance indicators, attendance, and team performance.
• Experience in delivering team coaching, one-on-one mentoring, and comprehensive performance assessments.
• Ability to monitor team morale and provide necessary support.
• Strong analytical skills for generating, interpreting, and acting upon performance metrics.

Work Schedule

Full-time employment from Monday through Friday aligned with the US Pacific Standard Time zone.

Technical Requirements

• Personal computer equipped with at least an Intel i5 or AMD equivalent processor.
• Internet connectivity with a minimum speed of 20 Mbps for both download and upload.

Benefits

• Bonuses based on performance and recognition.
• Health and dental insurance coverage.
• Paid time off.
• Year-end bonus.

Eligibility

Applicants should possess the required leadership experience and Gladly platform proficiency as specified. Location is onsite in Savanna-La-Mar, Westmoreland, Jamaica.