Remote E‑Commerce CS Team Lead (Contract)

Openkrill; United States; Remote; USD 41,000 - 83,000; Part time

Job summary

Openkrill is seeking a proactive Customer Service Team Manager to own daily support operations for a remote market. You will drive coverage, quality, agent performance, and team development while handling escalations within the team.

Requirements include 2+ years in customer service with leadership exposure, hands-on experience with Gorgias and Shopify workflows, and strong written English. The role focuses on remote leadership, metrics tracking, and hiring activities.

Qualifications

• 2+ years in customer service, with at least 1 year in a team lead, supervisor, QA, or senior agent capacity.
• Hands-on proficiency with Gorgias or a comparable ticket/helpdesk platform.
• Familiarity with Shopify order management, refund processing, and fulfillment workflows.
• Exceptional written English communication, with a warm, professional, on-brand tone under pressure.
• Comfortable with spreadsheets, tracking support metrics, and evaluating operational trends.

Responsibilities

• Manage rostering, shift coverage, and absence tracking for your designated market.
• Conduct weekly 1:1s for new joiners and monthly 1:1s for tenured staff; lead onboarding for new team members.
• Perform regular quality checks on agent interactions and maintain performance standards.
• Serve as the primary escalation point and resolve complex customer issues within the team.
• Monitor and drive key metrics like response time, CSAT, and Trustpilot ratings.
• Participate in interviewing candidates and place agents across Level 1 and Level 2.

Skills

Team leadership

Quality control

Remote leadership

Communication skills

Data & reporting

Problem solving

Tools

Gorgias

Shopify

Zapier

Google Apps Script

Job description

Openkrill is seeking a proactive Customer Service Team Manager to own daily support operations for a remote market. You will drive coverage, quality, agent performance, and team development while handling escalations within the team.

Requirements include 2+ years in customer service with leadership exposure, hands-on experience with Gorgias and Shopify workflows, and strong written English. The role focuses on remote leadership, metrics tracking, and hiring activities.