Remote Email Support Team Lead — Coach & SLA Guardian

MyRemota; Colombia; A distancia; COP 22.736.000 - 36.377.000; Jornada completa

Descripción de la vacante

MyRemota is seeking an Email Customer Support Team Lead to oversee daily workflow, coach agents, and ensure high-quality email responses. You will monitor SLAs, review interactions, and manage escalations to maintain a consistent brand voice and support coverage across EST-hours.

The role requires at least 1 year in customer support with leadership experience, strong written communication, and the ability to balance productivity with customer experience in a remote, contract-based setting.

Formación

• 1+ year of experience in customer support, email support, e-commerce, or similar environment.
• Experience in a Team Lead, Supervisor, or senior customer service role preferred.
• Strong written communication with grammar, tone, and detail.

Responsabilidades

• Oversee daily workflow and coverage of the Email Customer Support team.
• Monitor ticket volume, response times, SLA adherence, and productivity.
• Provide real-time coaching and guidance to improve team performance and written communication.

Conocimientos

Team leadership

Customer service

Email support

Coaching

Analytics

Written communication

Herramientas

Zendesk

Gorgias

Shopify

Kustomer

Descripción del empleo

MyRemota is seeking an Email Customer Support Team Lead to oversee daily workflow, coach agents, and ensure high-quality email responses. You will monitor SLAs, review interactions, and manage escalations to maintain a consistent brand voice and support coverage across EST-hours.

The role requires at least 1 year in customer support with leadership experience, strong written communication, and the ability to balance productivity with customer experience in a remote, contract-based setting.