Offer summary

Qualifications:

At least 2 years of leadership experience managing a customer service team., Fluent in written and spoken English., Excellent communication skills that are clear, kind, and concise., Strong analytical and problem-solving skills with a customer-first mindset..

Key responsibilities:

Lead and coach a team providing written support to customers and merchants.

Manage escalated issues to ensure smooth daily operations.

Track team performance and communicate goals effectively.

Proactively suggest improvements to processes and customer experience.

Job description

Description

As a Customer Service Team Leader, you’ll be responsible for empowering a team of agents to deliver outstanding service through clear and effective written communication. This role requires a hands-on leader who can balance team coaching, operational excellence, and a data-driven mindset to continuously elevate performance and customer satisfaction.

What You’ll Do:

Lead a team that provides high-quality written support to both merchants and end customers, no phone calls, just smart, thoughtful messaging.
Guide the team to meet performance targets using logic, empathy, and operational efficiency.
Respond to and manage escalated issues to ensure smooth day-to-day operations.
Proactively share feedback and ideas to improve global processes and enhance the overall customer experience.
Maintain a structured training and development plan for your team, from onboarding through all stages of the agent journey.
Track and report on team performance and clearly communicate department goals and expectations to your team.

Requirements

At least 2 years of proven experience in a similar leadership role, managing a customer service team.
Fluent English – written and spoken.
Excellent communication skills – clear, kind, and concise.
Strong multitasking and time management capabilities.
A proactive mindset with strong problem-solving skills and a customer-first approach.
A collaborative, team-oriented attitude and eagerness to grow.
Strong analytical skills with the ability to identify trends and act on data.

Required profile