Customer Service Team Leader

About Printerpix

Printerpix is an expanding e-commerce brand specializing in photo printing and personalized gifts. The company is rapidly growing as it enters new marketing avenues and global markets, offering you a chance to join a dynamic organization where you can assume responsibility and advance your career swiftly.

At Printerpix, we celebrate all moments, from personalized blankets to photobooks capturing cherished memories—our mission is to bring joy through our products.

Role Overview

This position is ideal for motivated individuals eager to develop and learn within a fast-evolving global e-commerce environment, rather than those who prefer rigid time schedules. As Customer Service Team Leader, you will oversee a dedicated team of goal-driven customer service representatives, ensuring high-quality support in a bustling customer care setting.

Key Responsibilities

• Lead, mentor, and nurture a team of customer service agents managing primarily email and online inquiries through a ticketing platform, guaranteeing timely, precise, and brand-consistent responses.
• Manage resolution of customer concerns emerging from social media platforms, review sites, and online marketplaces (such as Trustpilot, Facebook, Instagram, Amazon, Etsy, Groupon), serving as the escalation point for complex or delicate issues.
• Supervise daily ticketing workflows, allocate assignments, and uphold service level agreements and quality benchmarks across all communication channels.
• Analyze ticket and social/review feedback to detect common issues, patterns, and root causes, translating these findings into targeted improvement plans to enhance customer satisfaction and reduce repeat contacts.
• Collaborate closely with operations, marketing, and product divisions to relay customer insights, quality challenges, and service enhancement possibilities highlighted by data.
• Utilize metrics from ticketing and external review platforms to monitor performance, pinpoint deficiencies, and implement ongoing improvements.
• Define and assist with the deployment of process enhancements and automation strategies, balancing realistic expectations regarding AI limits to ensure solutions are effective and suited to identified issue types.
• Conduct regular coaching, feedback sessions, and performance evaluations, including quality assessments of tickets and social responses, and assist team members with their development plans.
• Handle escalated or sensitive complaints professionally and empathetically, including chargebacks and public-facing cases, to uphold and enhance the brand's reputation.
• Promote the responsible use of AI tools within the team to refine communication, research responses, and support workflows, while retaining human oversight and thoughtful judgment.

Candidate Requirements

• A minimum of 3 years' experience in B2C customer service within e-commerce or online retail, including leadership or supervisory roles.
• Demonstrated leadership and coaching expertise with a history of boosting team effectiveness through clear guidance and ongoing support.
• Exceptional command of written and verbal English, adaptable in tone and style across tickets, social networks, review sites, and marketplaces.
• Proficiency with customer service ticketing or CRM systems, and experience leveraging data to track service levels, quality, and efficiency.
• Experience managing customer service through social media and review platforms, understanding the brand impact of public interactions.
• Strong analytical capability to interpret data from multiple sources and uncover trends and underlying issues.
• Familiarity with AI and digital tools employed to enhance written communication and streamline research and workflow.
• Clear grasp of the possibilities and boundaries of automation and AI in customer service, with sound judgment regarding when human intervention is necessary.
• Excellent organizational skills with the ability to juggle multiple priorities in a fast-moving setting, emphasizing precision and follow-through.
• A cooperative, optimistic mindset dedicated to continual improvement and delivering exceptional customer experiences.