Customer Service Team Lead (US-Based/Remote)

at  Paired

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.
Our client is a high-growth eCommerce business generating over $60M in annual revenue. That focuses in built on fast execution, high-performing landing pages, and direct response marketing. We’re looking for a Web Designer / Funnel Developer to quickly turn briefs into high-converting landing pages across Funnelish, Checkout Champ, and Shopify.

REQUIREMENTS:

• Experience with e-commerce brands managing teams of agents
• Experience reviewing SOPs
• Experience looking over tickets
• Knowledge on how to manage the KPIs of the team to have improvements

ROLE OVERVIEW:

As a Customer Service Team Lead, you’ll manage the daily operations of the customer support team to ensure high-quality service delivery. This role involves overseeing team performance, providing training and coaching to employees, and handling complex customer inquiries or complaints.

KEY RESPONSIBILITIES:

• Overseeing the daily operations of the customer service team, including scheduling, performance monitoring, and conflict resolution.
• Tracking key performance indicators (KPIs) and preparing reports on team performance, customer feedback, and service quality.
• Identifying areas for improvement in customer service processes and implementing changes to enhance efficiency and customer satisfaction.
• Collecting and analyzing customer feedback to inform product improvements and service delivery enhancements.
• Troubleshoot technical or design issues that arise in Funnelish and Checkout Champ.
• Working closely with other departments such as sales, marketing, and logistics to ensure a seamless customer experience.