Email Customer Support Team Lead

Accountabilities:: Oversee the daily workflow, staffing coverage, and ticket distribution of the Email Customer Support team. Monitor ticket volume, response and resolution times, productivity, service levels, and SLA adherence. Ensure customer inquiries are assigned appropriately and resolved within expected timeframes. Review customer interactions for accuracy, professionalism, empathy, brand voice, documentation quality, and resolution effectiveness. Provide real-time coaching, constructive feedback, and guidance to improve team performance and written communication. Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations. Handle escalated, complex, sensitive, or unresolved customer concerns and guide agents through appropriate resolutions. Ensure adherence to customer service policies and procedures related to orders, subscriptions, refunds, cancellations, and product inquiries. Track KPIs including response time, resolution rate, CSAT, ticket volume, productivity, quality, and schedule adherence. Identify recurring customer concerns, workflow bottlenecks, and performance trends, and recommend process improvements. Support onboarding, training, and ongoing development for Email Customer Support Specialists. Communicate policy changes, product updates, process changes, promotions, and priority issues clearly to the team. Prepare and communicate team performance reports and escalate attendance, performance, customer experience, or operational concerns when necessary. Improve workflows and support processes to increase efficiency while maintaining service quality. Maintain reliable daily support coverage and ensure escalated cases are handled appropriately and promptly. Requirements: 1+ year of experience in customer support, email support, e-commerce, or a similar environment. Previous experience as a Team Lead, Supervisor, Senior Customer Service Representative, or in a comparable leadership position is preferred. Strong experience handling customer inquiries through email or ticket-based support channels. Excellent written English communication skills, including grammar, tone, clarity, empathy, and attention to detail. Experience coaching, mentoring, supervising, or providing performance feedback to customer service representatives. Familiarity with customer support KPIs such as response time, SLA adherence, CSAT, resolution rate, ticket volume, quality, and productivity. Strong organizational and time-management skills, with the ability to prioritize high volumes of inquiries and competing team needs. Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations. Ability to balance productivity and operational expectations with customer experience and response quality. Comfortable holding team members accountable while providing constructive and supportive feedback. Strong reporting, analytical, and performance-monitoring skills. Experience with Zendesk, Gorgias, Shopify, Kustomer, or similar customer support platforms is a plus. Experience in e-commerce, health, wellness, supplements, or consumer products is advantageous. Reliable internet connection and a suitable remote working environment. Ability to work a fixed schedule aligned with EST-based business hours. Willingness to work rotational time off and provide additional coverage when required by business needs. Benefits: $8 per hour compensation. Full-time contract position. Fully remote work arrangement. Fixed EST-based schedule aligned with customer support coverage needs. 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch. Opportunity to lead and develop a customer support team in a fast-paced environment. Hands-on experience across customer experience, quality assurance, team performance, and operational improvement. Opportunity to contribute directly to workflow optimization and service quality improvements.