Customer Service Team Lead

This is a full-time, permanent, work-at-home position for a Customer Service Team Lead. We have multiple brands in the health and wellness industry. As an aspiring and motivated team of entrepreneurs specializing in digital marketing, we have firmly positioned ourselves as a dominant force in the industry with our diverse portfolio of thriving e-commerce brands.

We are currently seeking a passionate and driven individual who shares our values to join our team and contribute to our continued growth and success.

Training will be provided for the position.

Working Hours:

Able to work from 9 AM - 5 PM Pacific Standard Time (12 Midnight - 8 AM Philippine Standard Time). Please do not apply if you are unable to work a full 8-hour graveyard shift. Work shift can be changed to other US time zones at the end of the probationary period.

Job Description Summary:

The Customer Service Team Lead oversees the daily operations of the Customer Service (CS) team, ensuring high-quality support for our clients. This role ensures fast, accurate, and customer-centric responses while driving performance, quality, and team development. The TL acts as the first point of escalation, assists with operations involving orders, returns, and fulfillment, and ensures adherence to established SLAs and KPIs. This role involves leading, mentoring, and motivating the team to meet performance goals while maintaining excellent customer experience standards.
In addition, the CS Team Lead works closely with the CEO as a Sales Assistant, managing Cafely wholesale inquiries (primarily via email and maintaining account documentation and notes).

This role offers strong growth potential and opportunities for advancement within the company.

1. Primary Qualifications:
Team Leadership & Management
Supervise and mentor CS agents, providing guidance and feedback.
Conduct regular tea ---------- etings, performance reviews, and coaching sessions.
Assign tasks, monitor workloads, and ensure balanced team efficiency.
Identify training needs and coordinate with management for upskilling.

Customer Support Management
Oversee email and chat support to ensure timely and accurate responses.
Handle escalated customer issues and ensure resolution according to company policies.
Develop and maintain CS SOPs for consistency and efficiency.
Monitor customer satisfaction metrics and implement improvement initiatives.

Reporting & Performance Monitoring
Track team KPIs and generate regular performance reports for management.
Identify trends in customer inquiries, complaints, or issues.
Recommend process improvements based on data and team feedback.

Collaboration & Communication
Collaborate with other departments (Marketing, Operations, Product) to resolve customer issues.
Communicate updates, changes, or new policies to the CS team promptly.

Process Improvement
Identify gaps in workflow, SOPs, and customer journey.
Recommend improvements to increase efficiency and customer satisfaction.
Assist in onboarding, training, and upskilling new support agents.

2. Key Requirements:

Bachelor’s degree in Business, Communications, or related field preferred.
Minimum of 3–5 years of experience in customer service, with at least 1–3 years in a leadership role.
Excellent English communication skills (verbal and written communication skills)
Strong problem solving Skills
Strong leadership, coaching, and team management skills.
Ability to analyze data and create actionable insights.
Proficiency in customer service software, CRM systems, and MS Office/Google Workspace.

3. Required Qualifications / Skills:
Key Competencies:
Leadership and team motivation
Problem-solving and decision-making
Conflict resolution and stress management
Customer-centric mindset
Organizational and time management skills
Excellent communications skills

4. Core KPIs
Average response and resolution time
Customer satisfaction score (CSAT)
Team productivity and adherence to KPIs
Number of escalated issues resolved successfully

How to Apply:
Begin your application with a cover letter and organically insert the keyword "I love coffee" in your message to confirm that you took the time to read this entire job posting. Don't forget to include your CV/Resume. Your application and resume are a way for us to get to know you initially. It’s important to complete all relevant application questions so we have as much information about you as possible.

We have a long hiring process, so don't apply if you're not willing to go through a series of tests and interviews.

Answer the three questions below:
1. Please tell us more about your previous working experience most relevant to this job requirement.
2. Which of the required job skills do you feel are strongest and why?
3. Besides meeting the skills we mentioned in the job posting, what other skills do you think would be an asset to us? Please be specific.
If you advance to the next process step, you’ll receive an email invitation to complete the interview and skills tests. This is your opportunity to bring your resume to life further and showcase your experience to our recruiting team and hiring managers.

Your application will be rejected if you fail to answer the three questions above in your response. I'm looking forward to working with you!

Thanks
HR