Customer Service Team Lead | Full-Time

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: TYPE OF WORK

Full Time

: SALARY

$6/hr

: HOURS PER WEEK

40

: DATE UPDATED

Apr 8, 2026

JOB OVERVIEW

We are a fast-growing e-commerce company in the health and wellness space, managing multiple successful online brands. We are hiring a Customer Service Team Lead to work closely with the CEO in overseeing daily customer support operations, leading a small team, and ensuring consistently high-quality customer experience.
The ideal candidate has strong written communication skills, excellent problem-solving abilities, high empathy, and proven leadership experience. Experience in outreach or cold email communication is also required, as the role may involve supporting customer and wholesale communications.

Key Responsibilities:
Lead, coach, and support Customer Service agents to ensure performance and accountability
Conduct daily check-ins, team huddles, and performance reviews
Handle escalated customer issues and ensure proper resolution.
Assign tasks, manage schedules, and ensure adequate coverage
Monitor key performance metrics (response time, CSAT, productivity) and drive improvements
Provide feedback, coaching, and corrective action when needed
Oversee daily email and chat support operations
Help document, improve, and refine SOPs, workflows, and customer service processes
Handle complex or escalated customer concerns. Ensure timely and proper resolution of high-priority cases
Act as the bridge between customers and higher management when needed
Ensure consistency in customer service quality across the team
Support hiring, onboarding, and continuous upskilling of tea ---------- mbers.
Conduct ongoing skill development sessions
Ensure the team is updated on product, policy, and system changes
Review customer interactions to ensure compliance with service standards and quality metrics.
Work closely with other departments (Ops, Sales, Tech) to resolve issues and improve customer experience
Assist the CEO with Cafely wholesale inquiries, including email-based sales support tasks

Requirements
3–5 years of customer service experience
1–3 years of leadership or team lead experience in a customer support environment
Strong English communication skills (written & verbal)
Hands-on experience with CRM and customer support tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)
Strong problem-solving, decision-making, and leadership skills
Ability to work independently in a remote setup with minimal supervision
Strong organizational skills and ability to manage multiple priorities

Schedule (Strict)
9:00 AM – 5:00 PM PST (12:00 AM – 8:00 AM PH Time)
Full 8-hour graveyard shift required
Must be fully available for US hours

Nice to Have
E-commerce experience
Experience with AI tools or automation tools
Experience in scaling support teams
Familiarity with SOP creation and process improvement
Experience supporting both customer service and basic sales/wholesale inquiries
Exposure to AI tools or automation for customer support

What We Offer
Full-time remote role
Training provided
Growth opportunity into higher leadership roles

HOW TO APPLY:

Please submit your cover letter (must include the keyword “I love coffee”) to confirm that you have read the entire job post.
Also include:
CV/Resume
Portfolio (optional)

Then answer the following:

1. How many years of experience do you have in customer service, and how many years were in a team lead or supervisory role? Please briefly describe your key responsibilities.
2. Do you have experience handling both customer support and outbound outreach? Please briefly summarize your roles in each.
3. What tools, CRM platforms, or systems have you used to manage customer communication or outreach at scale?

Only complete applications will be considered. Applicants must be willing to go through a multi-step hiring process, including tests and interviews. If you advance, you will receive an email invitation for the next steps.

SKILL REQUIREMENT

Sales Support Customer Service Team Leadership

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Customer Service Team Lead | Full-Time

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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