Customer Service Team Lead

About the roleTalentPop is looking for an experienced Customer Service Team Lead to inspire and manage a high‑performing support team in a fast‑paced e‑commerce environment. The role is fully remote, allowing you to lead from anywhere while ensuring exceptional customer experiences.Key responsibilitiesLead, coach, and develop a team of customer service professionals.Monitor daily performance to meet service levels and KPIs.Conduct regular coaching sessions and bi‑annual performance evaluations.Foster an engaging, supportive, and results‑focused team culture.Apply Gladly expertise to support client operations and elevate the customer experience.Required profileHands‑on experience using Gladly (non‑negotiable).At least 3 years of experience leading customer service or support teams.Strong background supporting e‑commerce brands (Shopify, Amazon, BigCommerce, or similar).Excellent written and verbal English communication skills.Proven ability to manage KPIs, productivity, attendance, and quality metrics.Skilled in coaching, mentoring, conducting one‑on‑ones, and performance management.Analytical mindset with experience creating and interpreting reports.Required skillsGladlyZendeskGorgiasIntercomFreshdeskShopifyAmazonBigCommerceWhat we offerPerformance‑based bonuses.Health and dental insurance.Paid time off.Year‑end bonus.

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