Customer Service Team Lead

Overview

Lead with Impact as Our Next Customer Service Team Lead
. Do you thrive in guiding teams toward success? At Talent Pop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you’re a results-driven leader who balances people management with operational excellence, this role is for you.

• Minimum 3 years of leadership experience in a customer service environment.
• Proven background in e-commerce customer service (Shopify, Big Commerce, or Amazon experience a plus).
• Strong command of English, both written and spoken.
• Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
• Track record in managing KPIs, attendance, and performance with precision.
• Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
• Ability to assess team well-being and provide support where needed.
• Analytical skills to create, interpret, and act on performance reports.

• Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
• Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
• Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
• Promote a positive, supportive, and high-performance culture.

Full-time, Monday to Friday | US PST Time Zone

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

• Personal computer with at least an i5 processor (or equivalent)
• Minimum 20 Mbps internet speed (both upload and download)

Be the leader your team will look up to. Apply today and help us redefine customer service excellence!