CX Team Lead
TalentPop App
Date: 5 hours ago
City: General Santos
Contract type: Full time
Remote
Lead with Impact as Our Next Customer Service Team Lead
Do you thrive in guiding teams toward success? At TalentPop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. This is a dedicated client role, and previous hands-on experience using Gladly is required. If you’re a results-driven leader who knows how to balance people management with operational excellence, we’d love to hear from you.
What You’ll Bring To The Table
Full-time, Monday to Friday | US PST Time Zone
Why Join TalentPop?
Do you thrive in guiding teams toward success? At TalentPop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. This is a dedicated client role, and previous hands-on experience using Gladly is required. If you’re a results-driven leader who knows how to balance people management with operational excellence, we’d love to hear from you.
What You’ll Bring To The Table
- Previous hands-on experience using Gladly is required (non-negotiable).
- Minimum 3 years of leadership experience in a customer service environment.
- Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience is a plus).
- Strong command of English, both written and spoken.
- Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Track record in managing KPIs, attendance, and performance with precision.
- Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
- Ability to assess team well-being and provide support where needed.
- Analytical skills to create, interpret, and act on performance reports.
- Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
- Conduct regular coaching sessions and provide personalized guidance to help team members succeed.
- Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
- Promote a positive, supportive, and high-performance culture.
- Leverage your Gladly expertise to support client operations and guide your team in delivering exceptional customer experiences.
Full-time, Monday to Friday | US PST Time Zone
Why Join TalentPop?
- Performance and recognition bonuses
- Health and dental insurance
- Paid time off
- Year-end bonus
- Personal computer with at least an Intel i5 processor (or AMD equivalent).
- Minimum 20 Mbps internet speed (download and upload).
How to apply
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