Customer Support Lead – Phone & Multichannel (E-Commerce)

About eskiin
eskiin is a fast-growing e-commerce brand focused on personal wellness through clean, filtered shower water. What began with a search for better drinking water turned into a mission to improve skin and hair health by removing impurities like chlorine, heavy metals, and microplastics from daily routines.
Our flagship product is a 15-stage filtered showerhead designed for easy, tool-free installation in under three minutes. We offer a 90-day filter replacement subscription and a 60-day satisfaction guarantee, helping customers upgrade their showers and their well-being with zero hassle.


The Opportunity
We’re looking for an experienced Support Lead to own and grow our Phone Support Department while overseeing multichannel support (email, social). You’ll play a crucial role in shaping how we connect with customers, making sure every interaction is empathetic, clear, and solutions-driven.
This isn’t just a team lead role — it’s an opportunity to build a best-in-class phone support experience, coach and develop a team, and collaborate cross-functionally to ensure our customers feel cared for every step of the way.


What You’ll Do
-Lead and scale the Phone Support Department, ensuring calls are handled with empathy, efficiency, and professionalism
-Coach and train tea ---------- mbers to continually improve communication, product knowledge, and efficiency
-Resolve escalated customer issues with empathy, speed, and professionalism
-Develop and maintain SOPs, scripts, and training materials specific to phone support excellence
-Track KPIs (AHT, CSAT, FRT) and report on team performance regularly
-Use customer insights to recommend process improvements and product feedback
-Partner with product, marketing, and ops teams to close feedback loops and improve customer satisfaction
-Champion a positive, service-first culture that prioritizes accountability, empathy, and growth


Who We’re Looking For
-5+ years in customer service, with at least 2+ years leading phone support (BPO or e-commerce strongly preferred)
-Proven track record of building, managing, or scaling a phone support team
-Excellent written and spoken English
-Strong leadership and coaching skills — you lift your team up while holding them accountable
-Confidence in handling high-pressure or sensitive customer interactions
-Must be experienced with Gorgias, Shopify, Recharge, and Shiphero
-Analytical mindset with comfort in setting and interpreting support KPIs
-Calm under pressure, detail-oriented, and proactive in problem-solving
-Thrives in fast-paced, remote-first e-commerce environments


Core Values
1. Empathy
Understands and shares the feelings of others. Prioritizes the customer’s experience and responds with care and patience.
2. Ownership
Takes responsibility for customer issues and sees them through to resolution. Doesn’t pass blame or shift accountability.
3. Clear Communication
Communicates with clarity, confidence, and warmth. Adapts tone to fit the customer and situation.
4. Problem-Solving Mindset
Looks for solutions instead of excuses. Uses available tools and judgment to resolve issues quickly and fairly.
5. Customer Obsession
Genuinely cares about helping people. Strives to make every customer interaction a positive one.
6. Attention to Detail
Catches small errors that could lead to bigger issues. Takes care to follow through and follow up.
7. Adaptability
Can shift priorities, learn new systems, and handle different types of customer needs in a fast-paced environment.
8. Leadership Through Service
Leads by example. Supports and motivates the team by modeling great service and accountability.
9. Coaching Mentality
Invests in the growth of others. Gives clear, constructive feedback and encourages team development.
10. Data-Driven Thinking
Uses customer insights, KPIs, and support trends to improve team performance and customer satisfaction.
11. Process Improvement
Always looking to streamline systems and workflows for better efficiency and consistency.
12. Cross-Functional Collaboration
Works well with product, marketing, and ops to close the loop on feedback and improve the overall experience.


Schedule & Location
Remote
Full-time (40 hours/week), EST timezone
Weekend availability may be required


How to Apply
Please follow all instructions below. Incomplete applications will not be considered.
Send us:
-Your CV/resume
-A brief video introducing yourself and sharing why you're the right fit (mention your e-commerce experience and attention to detail)
-3 professional references
-Completed personality test: ----------
-Use the word “jam” in your subject line so we know you read this fully