Customer Service Team Lead
4 days ago
Wear The Shield is seeking a highly skilled Team Lead to join our dynamic team. As a Team Lead, you will be responsible for supervising the performance of our Virtual Assistants and ensuring they have the necessary tools and resources to excel in their roles.
The ideal candidate will have 3+ years of leadership experience and a strong background in customer service. They will be expected to communicate effectively with agents, provide guidance and support, and drive performance-based growth.
Key Responsibilities:
- Supervise agent performance, including attendance and KPI tracking
- Conduct bi-weekly coaching sessions and address agent health and well-being
- Perform semi-annual reviews, driving promotions and performance-based growth
- Support agents by ensuring their needs are met and they are consistently performing at their best
Benefits:
- $6/hr + Performance & Recognition Bonuses
- Health & Dental Insurance
- Paid Time Off
- Year-End Bonus
- Performance & Recognition Incentives
Requirements:
- 3+ years of leadership experience and customer service background
- Strong English communication skills (written and spoken)
- Experience with Shopify, BigCommerce, and Amazon a plus
- Familiarity with tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous
- Expertise in managing performance, attendance, and KPIs
- Skilled in bi-weekly team coaching and 1-on-1 sessions
- Ability to assess agent health, safety, and welfare
- Proficient in creating and analyzing performance reports
- Experience in conducting performance reviews and agent development
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