Customer Service Lead

Wine; Orlando (FL); Remote; Full time

Job summary

A growing e-commerce company, Wine.com, is seeking a Customer Service Lead to enhance customer experience and lead a dynamic team. This full-time position involves overseeing daily operations, managing escalated issues, and ensuring team performance across multiple support areas. The ideal candidate will demonstrate strong communication skills and a proactive approach to support.

Qualifications

• Proven strong performance at Wine.com with excellent reviews and productivity metrics.
• Proactive, solution-oriented mindset with strong multi-tasking skills.
• Ability to train agents in basic and advanced support tasks.

Responsibilities

• Oversee daily Customer Service operations and coach team members.
• Handle escalated customer issues and improve support processes.
• Manage specialized support areas and track performance metrics.

Skills

Multi-tasking

Adaptability

Excellent verbal communication

Excellent written communication

Job description

Customer Service | FL, NY, NJ, NC, OH, TX | Full Time | $22.00 per hour

Wine.com is hiring a Customer Service Lead. This vital role involves providing leadership and support within our Customer Service team. Customer Service Leads ensure smooth daily operations and provide subject-matter expertise on support issues. They also own specific areas of advanced support.

Preferred Locations: FL, NY, NJ, NC, OH, TX (Remote role)

Shift: Sunday - Thursday, 8:00 AM - 4:30 PM EST

Responsibilities

• Oversee daily Customer Service operations, including coaching and developing team members.
• Lead with a positive, professional attitude, fostering diversity and change management.
• Improve processes to enhance customer experience.
• Monitor support queues and staffing to meet response time goals.
• Handle escalated customer issues requiring specialized attention.
• Assist agents with questions via Teams.
• Report technical and product issues to relevant teams.
• Update agents on product and operational changes.
• Manage 1-2 specialized support areas (Lines of Business), including tracking performance metrics, building knowledge resources, supporting agents, collaborating with other departments, and workforce management.

Requirements

• Proven strong performance at Wine.com with excellent reviews, CSAT, and productivity.
• Ability to quickly learn and perform in new support areas.
• Proactive, solution-oriented mindset.
• Ability to train agents in basic and advanced support tasks.
• Strong multi-tasking and adaptability skills.
• Excellent verbal and written communication skills.