Lead Customer Support Specialist
3 days ago
We're looking for an exceptional Team Lead to join our fast-growing team at Wear The Shield. As a Team Lead, you'll play a critical role in driving the success of our Virtual Assistants and contributing to our company's mission.
The successful candidate will possess excellent leadership skills, a strong background in customer service, and experience working with e-commerce platforms. They will be expected to lead by example, motivate agents to perform at their best, and foster a positive and supportive team environment.
Responsibilities:
- Lead and develop a high-performing team of Virtual Assistants
- Coach and mentor agents to achieve outstanding results
- Develop and implement strategies to improve team performance and efficiency
- Cultivate a positive and inclusive team culture
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
Perks:
- $6/hr + Performance & Recognition Bonuses
- Health & Dental Insurance
- Paid Time Off
- Year-End Bonus
- Performance & Recognition Incentives
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