Customer Service Operations Director
17 hours ago
Customer Service Team Lead
About the RoleWe are seeking a results-driven leader to motivate, mentor and elevate our customer support teams. The ideal candidate has a proven track record of balancing people management with operational excellence.
Main Responsibilities- Manage and monitor team performance 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.
- 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.
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