Remote Customer Service Team Lead — Coach, Optimize KPIs

TalentPop App; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic e-commerce company is seeking an experienced Team Lead to manage and inspire Virtual Assistants. The role involves overseeing agent performance, providing coaching, and conducting performance reviews. Ideal candidates will have at least 3 years of leadership experience, excellent English communication skills, and familiarity with various customer service tools. This full-time role offers competitive compensation, including performance bonuses and health insurance, and requires working US PST hours from Monday to Friday.

Benefits

Performance & Recognition Bonuses

Health and dental insurance

Paid time-offs

End-of-year bonus

Qualifications

• At least 3 years as a Team Lead and 3 years in Customer Service.
• Experience with performance reviews and developmental recommendations.
• Proficient in creating and analyzing performance reports.

Responsibilities

• Oversee agent performance, ensuring KPIs are met.
• Conduct bi-weekly and one-on-one coaching.
• Conduct semi-annual performance reviews.

Skills

Team leadership experience

Excellent English communication

Experience with Shopify

Performance management

Coaching abilities

Tools

G Suite

Zendesk

Freshdesk

Intercom

Gorgias

Job description

A dynamic e-commerce company is seeking an experienced Team Lead to manage and inspire Virtual Assistants. The role involves overseeing agent performance, providing coaching, and conducting performance reviews. Ideal candidates will have at least 3 years of leadership experience, excellent English communication skills, and familiarity with various customer service tools. This full-time role offers competitive compensation, including performance bonuses and health insurance, and requires working US PST hours from Monday to Friday.