Customer Support Team Lead - Shopify Supplement Brand (Full Time)

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: TYPE OF WORK

Full Time

: WAGE / SALARY

6/hour

: HOURS PER WEEK

40

: DATE UPDATED

May 25, 2026

JOB OVERVIEW

We're a fast-growing Shopify brand looking for an experienced Customer Support Team Lead to take ownership of our CX operation and drive it to the next level.

You'll be leading a team of 5 support engineers, working closely with our 3-person supply chain team.

The role:

- 8 hours/day, 5 days per week
- Lead, coach, and support a team of 5 customer support engineers
- Train and onboard new tea ---------- mbers
- Own and maintain our SOPs — keep them sharp, create new ones, and improve existing processes
- Answer team questions, unblock your agents, and escalate when needed
- Proactively monitor and respond to Trustpilot reviews — turn negative reviews around and protect our rating
- Track and report team performance to the manager (response times, ticket volume, resolution rate, CSAT)
- Keep a close eye on CSAT and drive improvements where needed
- Coordinate with the Supply Chain team on order issues, stock problems, and fulfillment escalations
- Step in on complex tickets when your team needs backup

You are:

- Experienced in customer support, ideally with previous team lead or senior support experience
- Fluent in written English (clear, friendly, professional)
- Strong with Shopify and helpdesk tools (Gorgias, Zendesk, Reamaze, or similar)
- A natural leader — you coach, you don't just manage
- Process-minded — you love clean SOPs and structured workflows
- Data-driven — comfortable pulling numbers and reporting on performance
- Detail-oriented, organized, and proactive
- Reliable, you show up, you follow through
- Comfortable handling Trustpilot reviews and turning unhappy customers into happy ones

What we offer:

- Full-time contract, long-term position (this is NOT a short gig)
- Stable monthly pay with room to grow
- Real growth opportunities — this is a senior role with a clear path to CX Manager
- Work with a serious, growing brand
- A supportive environment with clear processes, no chaos
- No fixed working schedule (Preferrably Online when other agents are)

To apply, send:

- A short intro about yourself
- Your experience leading support teams + which Shopify and helpdesk tools you've used
- An example of an SOP you built or improved, OR a difficult Trustpilot/review situation you turned around

P.S:

If you've actually read the full post, please mention your WhatsApp number at the bottom of your reply. :)

Serious applicants only. We're hiring fast.

SKILL REQUIREMENT

Shopify Email Support Team Leadership

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Customer Support Team Lead - Shopify Supplement Brand (Full Time)

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

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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