Team Lead CS for Drop shipping Business Needed

We are a fast-growing e-commerce company specializing in dropshipping, serving the European market and expanding into the USA. Currently, we have 6 active stores and are rapidly growing. To continue providing excellent customer service and ensuring smooth operations, we are looking for a Customer Support Team Lead to oversee and respond to customer inquiries.
This full-time role (6-8 hours a day depending on email volume) requires strong leadership in customer service, optimization of processes, and the ability to leverage AI tools. The ideal candidate will be hands-on, directly engaging with customers via Front while leading the customer support team and providing actionable reports, and must have experience in dropshipping or e-commerce.

Responsibilities:

Team Leadership & Customer Support:
- Lead and manage a team of 2-3 customer support agents, ensuring excellent service and performance standards.
- Respond to customer inquiries directly in Front, ensuring all messages are addressed promptly and professionally.
- Handle escalated customer issues, providing timely and effective resolutions.
- Provide guidance, coaching, and training to customer support agents, helping them improve their communication and problem-solving skills.
- Regularly review and update customer service templates for consistency and efficiency in customer interactions.
- Monitor team performance to ensure that agents meet key performance metrics, including response time targets.

AI Tools & Process Optimization:
- Leverage AI tools and automation to optimize workflows and improve the customer support process.
- Continuously identify opportunities to streamline customer support operations and improve response times.
- Use Front’s analytics tools to monitor team performance and ensure agents meet the target average response time of 9 hours or less.
- Analyze customer support metrics to identify areas for process improvement and implement changes accordingly.

Collaboration with Dispute Manager:
- Work closely with the Dispute Manager to develop strategies that help win disputes, ensuring effective communication and the right tone in handling customer complaints.

Reporting & Continuous Improvement:
- Provide regular reports on customer support performance, including response times, customer satisfaction, and tea ---------- trics.
- Analyze key performance data and provide actionable insights for continuous improvement.
- Regularly assess customer feedback to identify areas for improvement in service delivery.

Skills and Qualifications:
- Experience in dropshipping or e-commerce is a must.
- Proven experience in customer support management.
- Strong leadership skills with the ability to coach and manage a remote team effectively.
- Experience using customer support platforms like Front (or similar) to manage multiple inboxes and respond to customer inquiries.
- Comfortable working with AI tools and automation to improve efficiency in customer support operations.
- Excellent communication and problem-solving skills, with a customer-first mentality.
- Strong analytical skills to review support analytics, identify trends, and improve processes.
- Experience with updating and optimizing customer support templates for consistent and high-quality service.
- Ability to collaborate effectively with the Dispute Manager to develop strategies that win disputes and maintain a positive brand image.

Compensation & Career Growth:
Starting at $6 per hour, for 6-8 hours per day depending on email volume, with the potential for growth based on performance and business needs.

Screening Questions:
When applying, please answer the following questions:

1. What experience do you have leading a customer support team, especially in an e-commerce or dropshipping business?
2. How comfortable are you with using AI tools and automation to optimize customer support workflows?
3. Can you describe how you’ve used analytics (e.g., Front, Zendesk) to track team performance and improve response times?
4. What methods do you use to manage and update customer support templates, and how do you ensure consistency?
5. How do you ensure that customer support agents are meeting key performance metrics, such as response time?
6. Are you confident you can manage the team and provide customer support to our customers as well?
7. What is your current occupation and availability?