Customer Service Team Lead (US-Based/Remote)

Paired; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Service Team Lead to manage a dynamic team in a fast-paced eCommerce environment. This role is crucial for ensuring high-quality service delivery while overseeing team performance and enhancing customer satisfaction. You will be responsible for tracking KPIs, resolving conflicts, and collaborating with various departments to provide seamless customer experiences. If you thrive in a high-execution environment and are passionate about leading teams to success, this opportunity offers significant growth potential in a rapidly scaling business that directly impacts revenue through high-traffic funnels.

Benefits

Competitive salary

Fast-paced environment

Growth opportunities

Qualifications

• Experience managing customer service teams in e-commerce.
• Ability to analyze KPIs and implement improvements.

Responsibilities

• Oversee daily operations of the customer service team.
• Track KPIs and prepare performance reports.
• Troubleshoot technical issues in Funnelish and Checkout Champ.

Skills

Team Management

Customer Service

KPI Management

Conflict Resolution

E-commerce Experience

Tools

Funnelish

Checkout Champ

Shopify

Job description

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.

Our client is a high-growth eCommerce business generating over $60M in annual revenue, focusing on fast execution, high-performing landing pages, and direct response marketing. We’re looking for a Web Designer / Funnel Developer to quickly turn briefs into high-converting landing pages across Funnelish, Checkout Champ, and Shopify.

Role Overview:

As a Customer Service Team Lead, you’ll manage the daily operations of the customer support team to ensure high-quality service delivery. This role involves overseeing team performance, providing training and coaching to employees, and handling complex customer inquiries or complaints.

Key Responsibilities:

• Overseeing the daily operations of the customer service team, including scheduling, performance monitoring, and conflict resolution.
• Tracking key performance indicators (KPIs) and preparing reports on team performance, customer feedback, and service quality.
• Identifying areas for improvement in customer service processes and implementing changes to enhance efficiency and customer satisfaction.
• Collecting and analyzing customer feedback to inform product improvements and service delivery enhancements.
• Troubleshooting technical or design issues that arise in Funnelish and Checkout Champ.
• Working closely with other departments such as sales, marketing, and logistics to ensure a seamless customer experience.

Minimum Qualifications:

• Experience with e-commerce brands managing teams of agents.
• Experience reviewing SOPs.
• Experience looking over tickets.
• Knowledge on how to manage the KPIs of the team to have improvements.

Benefits:

• Competitive salary.
• Fast-paced environment with a focus on execution and speed.
• Work on high-traffic funnels that directly impact revenue.
• Growth opportunities in a rapidly scaling business.