Remote Customer Service Team Leader

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

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!