Customer Service Team Lead

Polyglot Talent; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A US-based women's health company is seeking a Customer Service Team Lead to oversee operational excellence in customer support. This role entails leading a team in both e-commerce and telehealth, implementing efficient processes, and enhancing customer satisfaction in a fully remote work environment. The ideal candidate will thrive in a dynamic setting and possess a robust background in customer service leadership, particularly in e-commerce, while ensuring compliance with healthcare regulations.

Benefits

Potential for bonus/commission structure

PTO

Qualifications

• 3+ years in customer service leadership, preferably in e-commerce.
• Experience with CRM software and Amazon e-commerce.
• Strong problem-solving, communication, and leadership skills.

Responsibilities

• Supervise, mentor, and coach customer service agents.
• Develop SOPs and conduct HIPAA compliance training.
• Track and report on KPIs to ensure performance.

Skills

Leadership

Problem-Solving

Communication

Empathy

Innovation

Education

3+ years of customer service leadership experience

Experience with CRM software

Experience in e-commerce

HIPAA compliance knowledge

Job description

3 days ago Be among the first 25 applicants

Are you a driven Customer Service Team Lead who's ready to own the success and growth of a small customer service department? We're looking for a strong and strategic leader who values both efficiency and empathy. You will help shape the future of customer support for a US-based women's health company focused on e-commerce and telehealth.

Why This Role?

• Lead a team at the intersection of retail and healthcare - no two days are the same!
• Play a key role in improving operational excellence and customer satisfaction
• Use your strategic position to identify opportunities for company expansion
• Grow your career in a high-impact, meritocratic and supportive environment

Key Responsibilities

• Supervise, mentor, and coach customer service agents handling e-commerce orders and telehealth inquiries.
• Develop SOPs and conduct training on HIPAA compliance, telehealth protocols, and e-commerce policies.
• Monitor team performance

Customer Support Operations

• Oversee multi-channel support (phone, email, live chat, telehealth platforms).
• Ensure patient data privacy (HIPAA compliance) in all interactions.
• Handle escalated customer issues, including:

Process Improvement

• Develop and refine customer service workflows for efficiency.
• Implement and optimize CRM tools.
• Collaborate with eCommerce, IT, and healthcare teams to resolve systemic issues.

Reporting & Analytics

• Track and report on KPIs (Customer Satisfaction, First Contact Resolution, NPS).
• Identify trends in complaints (e.g., shipping delays, telehealth tech issues) and recommend solutions.

Cross-Functional Collaboration

• Work with the eCommerce team on order fulfilment.
• Liaise with healthcare providers to address patient concerns.
• Provide feedback to product teams on recurring customer pain points, suggest product improvements, point out new product/service opportunities.
• Report to management on performance of the department.
• Be a bridge between support, marketing & R&D.

Support the Marketing Function

Oversee email campaigns to get more reviews & feedback from customers

What We're Looking For

• Min 3+ years in customer service leadership, preferably in e-commerce.
• Independent, proactive, and innovative thinker, able to work autonomously and take initiative.
• Strong problem-solving, communication, and leadership skills.
• Experience with CRM software and Amazon ecommerce.
• Ability to balance fast-paced eCommerce support with empathetic telehealth patient care.
• Enthusiastic about and able to incorporate AI into the departmental workflow to optimize operational efficiency.

Nice-to-have

• Background in healthcare customer service (telemedicine/telehealth).
• Experience with HIPAA compliance (required for telehealth support).

What's in It for You?

• Potential for bonus/commission structure
• Full time (40 hours per week) with availability over weekends
• Fully remote (USA working hours)
• PTO

Interview Process (about 2 weeks)

• Apply with an updated and relevant CV
• We'll ask you to prepare a 2-5 min Loom video, to answer a few questions
• 30-minute screening interview with Polyglot Talent recruiter
• Prepare a small assignment to present to the CEO & 2 team members

Are you a driven Customer Service Team Lead who's ready to own the success and growth of a small customer service department? We're looking for a strong and strategic leader who values both efficiency and empathy. You will help shape the future of customer support for a US-based women's health company focused on e-commerce and telehealth.

Why This Role?

• Lead a team at the intersection of retail and healthcare - no two days are the same!
• Play a key role in improving operational excellence and customer satisfaction
• Use your strategic position to identify opportunities for company expansion
• Grow your career in a high-impact, meritocratic and supportive environment

Key Responsibilities

Team Leadership

• Supervise, mentor, and coach customer service agents handling e-commerce orders and telehealth inquiries.
• Develop SOPs and conduct training on HIPAA compliance, telehealth protocols, and e-commerce policies.
• Monitor team performance

Customer Support Operations

• Oversee multi-channel support (phone, email, live chat, telehealth platforms).
• Ensure patient data privacy (HIPAA compliance) in all interactions.
• Handle escalated customer issues, including:

- e-commerce: order delays, refunds, product inquiries.

- telehealth: appointment scheduling, prescription refills, patient concerns.

Process Improvement

• Develop and refine customer service workflows for efficiency.
• Implement and optimize CRM tools.
• Collaborate with eCommerce, IT, and healthcare teams to resolve systemic issues.

Reporting & Analytics

• Track and report on KPIs (Customer Satisfaction, First Contact Resolution, NPS).
• Identify trends in complaints (e.g., shipping delays, telehealth tech issues) and recommend solutions.

Cross-Functional Collaboration

• Work with the eCommerce team on order fulfilment.
• Liaise with healthcare providers to address patient concerns.
• Provide feedback to product teams on recurring customer pain points, suggest product improvements, point out new product/service opportunities.
• Report to management on performance of the department.
• Be a bridge between support, marketing & R&D.

Support the Marketing Function

Oversee email campaigns to get more reviews & feedback from customers

What We're Looking For

• Min 3+ years in customer service leadership, preferably in e-commerce.
• Independent, proactive, and innovative thinker, able to work autonomously and take initiative.
• Strong problem-solving, communication, and leadership skills.
• Experience with CRM software and Amazon ecommerce.
• Ability to balance fast-paced eCommerce support with empathetic telehealth patient care.
• Enthusiastic about and able to incorporate AI into the departmental workflow to optimize operational efficiency.

Nice-to-have

• Background in healthcare customer service (telemedicine/telehealth).
• Experience with HIPAA compliance (required for telehealth support).

What's in It for You?

• $3000-$4000 p/mo gross, depending on experience
• Potential for bonus/commission structure
• Full time (40 hours per week) with availability over weekends
• Fully remote (USA working hours)
• PTO

Interview Process (about 2 weeks)

• Apply with an updated and relevant CV
• We'll ask you to prepare a 2-5 min Loom video, to answer a few questions
• 30-minute screening interview with Polyglot Talent recruiter
• Prepare a small assignment to present to the CEO & 2 team members

Start date: as soon as possible

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

• Industries

  Staffing and Recruiting

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