Email Customer Support Team Lead

This role offers the opportunity to lead the day-to-day operations and performance of a customer support team focused on email and ticket-based service. You will oversee coverage, ticket distribution, response times, service levels, quality, and overall team productivity while maintaining a consistently positive customer experience. The position combines hands-on customer support leadership with coaching, quality assurance, escalation management, reporting, and process improvement. You will help team members strengthen their written communication, judgment, and ability to resolve complex customer concerns. By using performance data and customer insights, you will identify recurring issues and opportunities to improve workflows and efficiency. This is a full-time remote role suited to an organized, proactive leader who can balance operational targets with empathy and service quality.

• 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 comparable leadership position is preferred.
• Strong experience handling customer inquiries through email or ticket-based support channels.
• Excellent written English communication skills, including grammar, tone, clarity, empathy, and attention to detail.
• Experience coaching, mentoring, supervising, or providing performance feedback to customer service representatives.
• Familiarity with customer support KPIs such as response time, SLA adherence, CSAT, resolution rate, ticket volume, quality, and productivity.
• Strong organizational and time-management skills, with the ability to prioritize high volumes of inquiries and competing team needs.
• Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations.
• Ability to balance productivity and operational expectations with customer experience and response quality.
• Comfortable holding team members accountable while providing constructive and supportive feedback.
• Strong reporting, analytical, and performance-monitoring skills.
• Experience with Zendesk, Gorgias, Shopify, Kustomer, or similar customer support platforms is a plus.
• Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous.
• Reliable internet connection and a suitable remote working environment.
• Ability to work a fixed schedule aligned with EST-based business hours.
• Willingness to work rotational time off and provide additional coverage when required by business needs.