Customer Service Team Lead (Gladly)

About the role

TalentPop is seeking a Customer Service Team Lead to drive performance and mentor a team of agents serving e‑commerce brands. The role focuses on delivering exceptional support experiences while managing day‑to‑day operations using the Gladly platform.

Key responsibilities

• Lead and monitor assigned agents to ensure KPI targets are met or exceeded.
• Conduct regular coaching sessions, one‑on‑one mentoring, and bi‑annual performance reviews.
• Analyze performance data, create reports, and implement improvement actions.
• Promote a positive, high‑performance culture and support team well‑being.
• Leverage Gladly expertise to guide client operations and resolve complex customer issues.

Required profile

• Minimum 3 years of leadership experience in a customer service environment.
• Hands‑on experience with Gladly (non‑negotiable).
• Background in e‑commerce support (Shopify, BigCommerce, or Amazon is a plus).
• Strong written and spoken English communication skills.
• Proven ability to manage KPIs, attendance, and performance metrics.

Required skills

• Gladly
• G Suite
• Zendesk
• Freshdesk
• Intercom
• Gorgias

What we offer

• Performance and recognition bonuses
• Health and dental insurance
• Paid time off and year‑end bonus
• Full‑time schedule (Monday‑Friday, US PST time zone)