[Hiring] Email Customer Support Team Lead @Incubator Lab

Role Description

We are looking for an organized, proactive, and customer-focused Email Customer Support Team Lead to oversee the day-to-day workflow and performance of our Email Customer Support team. This role is responsible for ensuring proper coverage, monitoring response times and service levels, reviewing customer interactions, coaching team members, handling escalated customer concerns, and maintaining a consistent and professional customer experience across all email communications.

• Oversee the daily workflow and coverage of the Email Customer Support team
• Monitor ticket volume, distribution, response times, resolution times, and SLA adherence
• Ensure customer inquiries are properly assigned and handled within expected response times
• Review customer interactions for accuracy, professionalism, empathy, brand voice, and resolution quality
• Provide real-time coaching, feedback, and guidance to improve team performance and written communication
• Conduct regular 1:1s with team members to support development, address performance gaps, and reinforce expectations
• Handle escalated customer concerns involving complex, sensitive, or unresolved issues
• Support agents with difficult customer situations and provide guidance on appropriate resolutions
• Monitor adherence to customer service policies and procedures, including orders, subscriptions, refunds, cancellations, and product-related inquiries
• Review customer support tickets to ensure interactions are properly documented and resolved
• Track key performance indicators such as response time, resolution rate, CSAT, ticket volume, productivity, quality, and schedule adherence
• Identify recurring customer concerns, workflow bottlenecks, and performance trends
• Support onboarding and ongoing training for Email Customer Support Specialists
• Communicate policy changes, product updates, process changes, promotions, and priority issues clearly to the team
• Prepare and communicate team performance reports to leadership
• Escalate attendance, performance, customer experience, or operational concerns when necessary
• Help improve workflows and processes to increase efficiency while maintaining customer service quality

Qualifications

• 1+ year of experience in customer support, email support, e-commerce, or a similar environment
• Previous experience as a Team Lead, Supervisor, Senior Customer Service Representative, or similar leadership role is preferred
• Strong experience handling customer inquiries through email or ticket-based support
• Excellent written communication skills with strong grammar, tone, and attention to detail
• Strong understanding of professional and empathetic customer communication
• Experience coaching, mentoring, or supervising customer service representatives
• Familiarity with customer service KPIs such as response time, SLA, CSAT, resolution rate, ticket volume, quality, and productivity
• Strong organizational and time-management skills
• Ability to prioritize high volumes of customer inquiries and competing team needs
• Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations
• Ability to balance productivity expectations with customer experience and response quality
• Comfortable providing constructive feedback and holding team members accountable
• Strong reporting and analytical skills
• Experience with Zendesk, Gorgias, Shopify, Kustomer, or similar customer support platforms is a plus
• E-commerce, health, wellness, supplements, or consumer products experience is a plus
• Reliable internet connection and suitable remote work environment

Schedule

• Full-time contract position
• Remote
• EST-based hours
• Fixed schedule based on business needs and customer support coverage
• 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch
• Clock in/out using When I Work
• May require additional hours or extended coverage based on business needs
• At least 5 working days of rotational time off based on staffing and coverage requirements

Performance Expectations

• Maintain reliable daily email support coverage
• Monitor response times and SLA adherence
• Maintain strong ticket productivity and resolution rates
• Monitor CSAT and overall customer experience
• Maintain high-quality written communication across customer interactions
• Ensure accurate and consistent adherence to company policies
• Ensure escalated cases are handled appropriately and in a timely manner
• Provide consistent coaching and performance feedback
• Monitor team attendance and schedule adherence
• Identify recurring customer issues and operational trends
• Maintain accurate and timely performance reporting

Success in This Role

Success means keeping the Email Customer Support team organized, responsive, productive, and accountable while maintaining a consistently high level of customer service. The ideal Team Lead can identify performance or workflow issues before they become larger problems, coach team members effectively, step in when escalations require additional judgment, and use performance data to improve the team's overall results. Most importantly, you should be able to balance people leadership, operational performance, and customer experience, ensuring every customer receives a clear, accurate, empathetic, and professional response.