[Hiring] Customer Support Team Lead, Email Operations @Hyprwork

Role Description

The Customer Support Team Lead for Email Operations owns the performance of the email support team during the afternoon shift. This is a hands-on leadership role that combines real-time operational management with coaching, quality oversight, and escalation handling. You are not just supervising a queue; you are building the standards, the habits, and the skills that make every email the team sends a reflection of the brand promise.

• Manage a team of email support representatives.
• Ensure SLA compliance across response time and resolution metrics.
• Review a daily sample of responses for tone, accuracy, and policy compliance.
• Handle escalated cases that require experience and judgment to resolve.
• Coordinate shift handoffs with the morning lead to ensure continuity.
• Flag recurring customer issues to QA and product teams.
• Report daily performance to the Head of CX.

Qualifications

• 2+ years of experience in a customer support email role, with at least 1 year in a lead or supervisory capacity.
• Experience with helpdesk platforms (Richpanel, Zendesk, Gorgias, Freshdesk, or equivalent).
• Proven ability to manage SLAs, coach agents, and maintain quality standards in a fast-paced environment.
• Familiarity with ecommerce, subscription models, or health and wellness brands is a strong plus.

Requirements

• Strong written English: grammar, tone, clarity, and empathy are essential.
• Ability to de-escalate difficult customer situations through professional, empathetic responses.
• A coaching-first leadership style: you develop people, not just manage queues.
• Comfortable with afternoon shift work on a consistent basis.

Benefits

• A fully remote position with real ownership at a company scaling fast with serious ambition.
• Exposure across a growing portfolio of DTC brands.
• A data-driven team that shares results openly.
• A culture that values intellectual honesty, speed, and continuous improvement.
• Flexible time off.
• Work From Home.
• Training & Development.
• Performance Bonus.