Customer Service Team Lead
TalentPop App
Date: 17 hours ago
City: Quezon City
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. If you’re a results-driven leader who knows how to balance people management with operational excellence, this role is for 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. If you’re a results-driven leader who knows how to balance people management with operational excellence, this role is for you.
What You’ll Bring To The Table
- Minimum 3 years of leadership experience in a customer service environment.
- Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience 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 offer 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.
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 i5 processor (or equivalent)
- Minimum 20 Mbps internet speed (both upload and download)
How to apply
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