Customer Support Team Lead

Customer Support Team Lead (Remote, EST Hours)

We’re seeking a motivated and experienced Customer Support Team Lead to oversee our team of virtual customer support agents. In this role, you’ll manage daily operations, coach tea ---------- mbers, resolve escalations, and ensure the tea ---------- ets performance goals.

Key Responsibilities:

Lead and support a team of customer support VAs.

Monitor performance metrics and drive continuous improvement.

Handle escalated customer issues promptly and effectively.

Assist with training, onboarding, and process optimization.

Requirements:

3+ years of customer support experience, including 1+ year in a leadership role.

Proven ability to manage a remote team and achieve KPIs.

Strong problem-solving and decision-making skills.

Excellent written and verbal communication skills.

Experience with Gladly or similar platforms is a plus.

Note: Applicants without prior leadership experience will not be considered.
Must be available to work US EST hours.
Please include an updated resume with your application.