Customer Service Team Leader

As a Customer Service Team Leader, you’ll be responsible for empowering a team of agents to deliver outstanding service through clear and effective written communication. This role requires a hands-on leader who can balance team coaching, operational excellence, and a data-driven mindset to continuously elevate performance and customer satisfaction.

What You’ll Do:

• Lead a team that provides high-quality written support to both merchants and end customers, no phone calls, just smart, thoughtful messaging.
• Guide the team to meet performance targets using logic, empathy, and operational efficiency.
• Respond to and manage escalated issues to ensure smooth day-to-day operations.
• Proactively share feedback and ideas to improve global processes and enhance the overall customer experience.
• Maintain a structured training and development plan for your team, from onboarding through all stages of the agent journey.
• Track and report on team performance and clearly communicate department goals and expectations to your team.