Email Customer Support Team Lead

📋 Description

• Oversee the daily workflow, staffing coverage, and ticket distribution of the Email Customer
• Monitor ticket volume, response and resolution times, productivity, service levels, and SLA
• Ensure customer inquiries are assigned appropriately and resolved within expected timeframes.
• Review customer interactions for accuracy, professionalism, empathy, brand voice, documentation
• Provide real-time coaching, constructive feedback, and guidance to improve team performance and
• Conduct regular one-on-one meetings to support employee development, address performance gaps, and

🎯 Requirements

• 1+ year of experience in customer support, email support, e-commerce, or a similar environment.
• Previous experience as a Team Lead, Supervisor, Senior Customer Service Representative, or in a
• Strong experience handling customer inquiries through email or ticket-based support channels.
• Excellent written English communication skills, including grammar, tone, clarity, empathy, and
• Experience coaching, mentoring, supervising, or providing performance feedback to customer service
• Familiarity with customer support KPIs such as response time, SLA adherence, CSAT, resolution rate

🎁 Benefits

• $8 per hour compensation.
• Full-time contract position.
• Fully remote work arrangement.
• Fixed EST-based schedule aligned with customer support coverage needs.
• 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch.
• Opportunity to lead and develop a customer support team in a fast-paced environment.