Customer Service Team Lead

About the role

TalentPop is looking for an experienced Customer Service Team Lead to inspire and manage a high‑performing support team in a fast‑paced e‑commerce environment. This remote, client‑facing position requires deep expertise with the Gladly platform and a passion for coaching and operational excellence.

Key responsibilities

• Lead, coach, and develop a team of customer service professionals.
• Monitor daily performance to ensure service levels and KPIs are consistently achieved.
• Conduct regular coaching sessions and bi‑annual performance evaluations.
• Foster an engaging, supportive, and results‑focused team culture.
• Apply Gladly expertise to support client operations and elevate the customer experience.

Required profile

• Hands‑on experience using Gladly (non‑negotiable).
• Minimum 3 years of experience leading customer service or support teams.
• Strong background supporting e‑commerce brands (Shopify, Amazon, BigCommerce, or similar).
• Excellent written and verbal English communication skills.
• Experience with support platforms such as Zendesk, Gorgias, Intercom, Freshdesk, or similar.
• Proven ability to manage KPIs, productivity, attendance, and quality metrics.
• Skilled in coaching, mentoring, conducting one‑on‑ones, and performance management.
• Analytical mindset with experience creating and interpreting reports.
• Collaborative leadership style that promotes accountability and continuous improvement.

Required skills

• Gladly
• Zendesk
• Gorgias
• Intercom
• Freshdesk

What we offer

• Performance‑based bonuses
• Health and dental insurance
• Paid time off
• Year‑end bonus