Customer Support Lead

What You'll Do

• Lead, coach, and support a team of Customer Support Representatives through regular one-on-ones and ongoing feedback.
• Monitor ticket queues and team performance to ensure customer inquiries are handled efficiently and within department response goals.
• Resolve escalated customer issues with professionalism, empathy, and sound judgment.
• Conduct performance evaluations and partner with management on coaching and disciplinary processes when needed.
• Assist with training and onboarding in the absence of the department trainer.
• Support the implementation of new processes and operational improvements.
• Collaborate with the Customer Support Manager and Director to help the department succeed.
• Take on additional projects and responsibilities as needed.

What You'll Bring

• 2+ years of experience leading or supervising a team and 3+ years of customer support experience, preferably in an eCommerce environment.
• Strong written and verbal communication skills.
• Excellent customer service and de-escalation abilities.
• Proven leadership, coaching, and people management skills.
• Strong attention to detail and problem-solving abilities.
• Experience with Google Workspace and customer support platforms such as Shopify, Gorgias, ShipStation, AfterShip Returns, and Agorapulse (or similar).
• A willingness to learn, accept feedback, and continuously improve.

Pay

$24/hour

Schedule

Full-time on-site availability (40 hours per week).