- 经验
- 3年以上
- 薪水
- —
- 职位空缺
- 1
- 发布
- 3小时前
- 工作模式
- 在办公室
- 恢复
- 需要申请
你的工作地点
职位描述
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.