Remote Email Support Lead - Coaching & SLA Champion

Unknown; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Remote-first culture

Job summary

Unknown is seeking an experienced Email Customer Support Team Lead to oversee day-to-day workflow and performance of the email support team. This remote-first role emphasizes coaching, coverage, response times, and service-level adherence to ensure customer satisfaction across ecommerce and wellness brands.

You will manage ticket queues, coach agents with real-time feedback, handle escalations, and guide the team on complex issues to maintain high operational efficiency.

Qualifications

• Proven email support experience with strong written communication.
• Prior supervisory or team leadership experience preferred.
• Familiarity with CS KPIs and support platforms like Zendesk or Gorgias.

Responsibilities

• Oversee day-to-day workflow and performance of the Email Customer Support team.
• Manage ticket volume, coverage, response times, and SLA adherence.
• Coach team members with real-time feedback and onboarding support.
• Handle escalated customer concerns and guide agents on complex issues.

Skills

Email support experience

Strong written communication

Team lead experience

KPIs & performance coaching

Tools

Zendesk

Gorgias

Job description

Unknown is seeking an experienced Email Customer Support Team Lead to oversee day-to-day workflow and performance of the email support team. This remote-first role emphasizes coaching, coverage, response times, and service-level adherence to ensure customer satisfaction across ecommerce and wellness brands.

You will manage ticket queues, coach agents with real-time feedback, handle escalations, and guide the team on complex issues to maintain high operational efficiency.