Customer Service Team Lead

Overview

Join TalentPop as a Customer Service Team Lead where your leadership will inspire and elevate customer support teams delivering outstanding service for e-commerce clients. This role requires hands-on expertise with Gladly software and focuses on balancing strong people management with operational excellence.

Key Responsibilities

• Oversee and evaluate assigned agents' performance, ensuring key performance indicators are met or surpassed.
• Conduct frequent coaching and provide individualized assistance to team members to enhance their skills and success.
• Perform bi-annual performance appraisals, identifying chances for growth, recognition, or promotion.
• Foster a motivating, encouraging, and high-achievement work environment.
• Utilize Gladly knowledge to support client operations and guide teams in delivering exemplary customer experiences.

Required Qualifications and Experience

• Demonstrated hands-on use of Gladly is mandatory.
• At least 3 years of leadership experience within customer service settings.
• Experience in e-commerce customer support (experience with Shopify, BigCommerce, or Amazon platforms is beneficial).
• Excellent English proficiency in writing and speaking.
• Familiarity with customer support tools such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Proven ability to manage attendance, KPIs, and team performance accurately.
• Experienced in team coaching, mentoring, and conducting performance evaluations.
• Skilled at assessing team well-being and offering necessary support.
• Strong analytical capability to produce, interpret, and act based on performance reports.

Working Conditions

Full-time role, Monday through Friday, operating in the US Pacific Standard Timezone.

Compensation and Benefits

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

Technical Requirements

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