Customer Operations Team Lead — Desk, SOPs & Exceptions (Night Shift ET)

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: TYPE OF WORK

Full Time

: SALARY

$1,300–$1,600 USD/month

: HOURS PER WEEK

40

: DATE UPDATED

Sep 9, 2026

JOB OVERVIEW

Cowhides Direct sells one-of-a-kind cowhide rugs to customers in the United States. Every hide is photographed in our Florida studio. The hide in the photo is the hide that ships. Warehouse in Palm Beach Gardens, Florida. In business since 1998. We answer the phone.

This is a Team Lead seat on a live customer desk — not a pure management job, and not a script CSR job.

We are hiring one Customer Operations Team Lead for our US daytime / Philippines night shift. You will still own phone, email, and chat every day. You will also own the playbooks: write SOPs, tighten them when they fail, coach the next person off your notes, and take on higher-level ops work we will teach you (order exceptions, refunds inside authority, one-of-a-kind product judgment, process design).

If you have been a Team Leader, Supervisor, Ops Manager, or floor lead who still jumped on hard contacts — keep reading. If you only want to supervise and never touch the queue, stop here. If your whole career is IC tickets with no people or process ownership, this is the wrong post.THE SHIFT (read twice)
• 9:00am–5:00pm Eastern Time / 9:00pm–5:00am Philippines
• Eight-hour shifts. Weekends as assigned. Night shift covering US daytime.
• Daytime Philippines hours = wrong post.
• Attendance tracked (Insightful). Cameras on for training gates.
• First seven calendar days are paid training, earned only by completing every scheduled 8-hour shift. Miss or leave early without notice before the shift starts, and the engagement ends that day.

WHAT YOU WILL ACTUALLY DO
• Stay on top of the queue: phone + chat + email. History before you speak. Read-backs on order numbers, emails, phones.
• Dig messy exceptions before you promise anything. Finish what is yours. Escalate only with a clear ask.
• Own SOPs and checklists. Same break twice → you rewrite theWHO THIS IS FOR
• Real Team Leader / Supervisor / Ops Manager / floor lead experience — titles and dates on the resume, not “lead” in a cover letter.
• You still take hard customer contacts yourself. Player-coach, not title theater.
• You have built or rewritten SOPs / QA steps / handoffs other people used.
• You are a thinker: you can explain a root cause and what you changed, not only that you “resolved the ticket.”
• Quiet room, real computer, stable internet, backup power or backup internet. Speed-test ready.
• Exact shift commitment. No overlapping full-time job on the same hours.

WHO THIS IS NOT FOR
• Pure IC BPO / script / AHT heroes with no management tenure
• “I only manage now” — will not work phone/chat/emailHOW TO APPLY
Skip any item and the application is closed unread.

1) First word: HELM
Then why THIS night shift (9:00pm–5:00am Philippines) works for your life right now — not “I am available.”

2) Leadership you actually did: Team size, what you owned (coaching, QA, escalations, scheduling, SOPs). One concrete example where you led and still executed.

3) SOP you improved: What was broken, what you changed, who used it after, what got better.

4) In the last 24 months, how many shifts did you miss with zero notice beforehand? What happened?

Attach: speed-test screenshot · backup power and/or backup internet · resume link · hours you can work in Philippines time.

If you cannot do 9:00pm–5:00am Philippines, do not apply.

One long-term seat. We want a thinker who still works the desk.

Jason H
Cowhides Direct
• Smooth talkers with empty tenure
• AI or template applications
• Part-time-only vs an 8-hour tracked night seat

path so the next person (and later our tools) does not recreate it.
• Think ahead: spot patterns, propose a cleaner process, take higher-level tasks we assign once you know the desk.
• Notes the next person can pick up cold: goal, promise, deadline. English we can send unedited.

PAY
$1,300–$1,600 USD per month · full-time · 40 hours · long-term

SKILL REQUIREMENT

Bpo Operations Management Ecommerce Order Management

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Customer Operations Team Lead — Desk, SOPs & Exceptions (Night Shift ET)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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