CS Team Lead (E-com) – Full-Time, Big Bonuses

WE'RE LOOKING FOR A CS TEAM LEAD FOR E-COM STORE

We’re a fast-growing U.S. e-commerce brand specializing in personalized wall art.
Our customer support team is the heart of our business, making sure every customer feels taken care of.
We’re looking for an experienced Customer Support Manager to lead, coach, and grow our existing CSR team.
If you love motivating people, improving systems, and creating happy customers, this role is for you.
Enjoy:
- Performance-based bonuses are tied to KPIs (ex. CSAT, response time, refunds, chargebacks).
- Fast growth opportunities for outstanding performance.
- Unique & Helpful teammates. Here's us bonding last company event ----------

What You’ll Do
- Lead and manage an existing CSR team (emails, live calls, escalations).
- Monitor team KPIs (response time, CSAT, resolution time, refunds/chargebacks, etc).
- Provide live coaching and performance feedback.
- Take escalated tickets/calls during peak loads (ex. BFCM).
- Keep leadership updated proactively with reports and team updates.
- Ensure smooth workflows in Gorgias, Shopify, Aircall, ClickUp, and other tools.
- Foster a positive, encouraging, and high-performance team culture.

What We’re Looking For:
- Proven experience managing an e-commerce CSR team.
- Strong communication skills — proactive, clear, and consistent.
- Has successfully managed peak seasons (BFCM / Q4).
- Hands-on leader: not afraid to jump in when needed.
- Strong sense of urgency, common sense, and initiative.
- Tech-comfortable: able to adapt quickly to new tools. If you love AI tools (that's a PLUS)
- Positive outlook and ability to motivate a team under pressure.
- Located in the Philippines with stable & reliable internet.

Apply thru this link: ----------
Make sure to add the Keyword: Vacation