Email Support Team Lead

2 weeks ago

Work from Home, Philippines Nooro Full time ₱700,000 - ₱800,000 per year

Nooro is seeking an experienced and dynamic Email Team Lead/Supervisor to elevate our customer service email operations. The ideal candidate will bring a proven history of managing email teams, expertise in platforms like Gorgias, and exceptional leadership capabilities. This individual will drive performance excellence, optimize workflows, and foster a motivated,high-performing team.

Key Responsibilities

● Lead the email support team to deliver top-tier customer service through efficiency and best practices.

● Leverage expertise in Gorgias and similar tools to enhance email workflows and outcomes.

● Audit current processes to identify improvement areas and implement strategic changes.

● Utilize reporting and analytics to monitor key metrics like response times, resolution rates, and customer satisfaction.

● Recognize top performers and provide career growth opportunities while coaching underperformers with actionable plans.

● Inspire and engage the team daily, ensuring alignment with organizational goals and KPIs.

● Create robust training programs and establish accountability structures.

● Foster a culture of continuous learning and operational excellence.

● Proactively address challenges with innovative, data-backed solutions.

● Take ownership of the team's performance, driving results with minimal oversight.

Key Qualifications

● Proven track record of managing email support teams, ideally in a customer service environment.

● Expertise in tools like Gorgias and customer service workflows.

● Strong analytical mindset with expertise in performance reporting and data-driven decision-making.

● Exceptional leadership and coaching skills to inspire teams.

● Assertive, proactive, and results-oriented.

● Passionate about team optimization and customer satisfaction.

Job Type: Full-time

Pay: Php70, Php80,000.00 per month

Benefits:

  • Paid training
  • Work from home

Work Location: Remote

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