Remote Customer Service Team Leader

TalentPop App; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading e-commerce service provider is seeking a dedicated Team Lead to manage and inspire Virtual Assistants. The ideal candidate will have at least 3 years of experience in a leadership role and customer service, with strong English communication skills. Responsibilities include overseeing performance, coaching agents, and conducting performance reviews. This full-time position offers perks like performance bonuses, health insurance, and paid time off, aligning work hours with US PST.

Benefits

Performance & Recognition Bonuses

Health and dental insurance

Paid time-offs

Performance and recognition incentives

End-of-year bonus

Qualifications

• At least 3 years of experience as a Team Lead.
• 3 years in Customer Service.
• Proficient in creating and analyzing performance reports.

Responsibilities

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

Skills

Leadership experience

Customer service

Excellent English communication

Performance management

Coaching

Tools

Shopify

BigCommerce

Zendesk

Freshdesk

Intercom

Gorgias

Job description

Join Our Team as a Team Lead! Are you an experienced leader with a passion for customer service and e-commerce? We are on the lookout for dedicated Team Leads to manage and inspire our Virtual Assistants. If you're ready to take your career to the next level, we want to hear from you!

Ideal Candidate

• At least 3 years as a Team Lead and 3 years in Customer Service.
• Excellent English communication (both written and spoken).
• Experience with Shopify, BigCommerce, and/or Amazon is a plus.
• Familiarity with G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous.
• Strong skills in managing performance, attendance, and KPIs.
• Proficient in bi-weekly team coaching and 1-on-1 sessions.
• Able to assess agent health, safety, and welfare effectively.
• Skilled in creating and analyzing performance reports.
• Experienced in conducting performance reviews and recommending agent development.

Responsibilities

• Oversee agent performance, including reporting and attendance, ensuring KPIs are met.
• Provide bi-weekly and one-on-one coaching, addressing agents’ health, safety, and support needs.
• Conduct semi-annual performance reviews, recommending growth, promotions, and appraisals.

Work Hours

US PST, Monday to Friday (Full-Time, Long-Term)

Compensation & Perks

• Performance & Recognition Bonuses
• Health and dental insurance
• Paid time-offs
• Performance and recognition incentives
• End-of-year bonus

PC & Internet Requirements

• A personally-owned PC with at least an i5 processor (or equivalent)
• Minimum 20 Mbps upload and download speed

Ready to lead and make a difference? Apply now and join our dynamic team!