Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Performance Management Process Improvement Workforce Planning Customer Experience Improvement Analytics Customer Analysis Customer Retention Business Operations KPI Management Client Services Applicant Tracking Systems Customer Centricity

Other Skills

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Customer Service
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Team Leadership
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Coaching
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Distributed Team Management
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Training And Development
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Management
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Adaptability
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Communication
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Open Mindset
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Teamwork
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Time Management
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Energetic
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Problem Solving

Roles & Responsibilities

Experience leading or managing a customer support team, preferably in a remote environment
Strong coaching, mentoring, and performance management skills
Excellent communication and leadership abilities for guiding a dispersed team
Analytical ability to analyze customer feedback and support data to drive improvements

Requirements:

Oversee daily operations of the Customer Support team to maintain high service standards and strong customer retention
Provide support, guidance, and one-on-one coaching to team members to improve performance and skills
Monitor attendance and manage coverage to ensure adequate staffing
Analyze customer feedback and support data to identify trends and implement improvements

Job description

IMPACT BRANDS is a leading contributor to the health and wellness industry. With a journey from 5 to over 400 colleagues, and the expansion to a diverse family of 7+ brands (PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, Nature's Blast). We are dedicated to helping improve the lives of people all over the world.

At IMPACT BRANDS, we embrace remote work culture and cherish open-mindedness, high energy, and adaptability qualities that are essential in our dynamic environment. We prioritize the growth of every team member, regardless of their location, offering advancement from intern to leadership roles.

IMPACT BRANDS has already positively impacted the lives of 3 million people worldwide. Join us as a remote Customer Support Team Lead and let’s impact billions together!

Our Treats:

Remote work. Whether it's your home office, a cozy cafe, or a scenic spot across the globe, you have the autonomy to choose your workspace.
Home office budget. A home office allowance and the possibility to choose between a MacBook or a Windows-based workstation.
Health and wellness budget. We value your well-being - investment in your health is not just encouraged but actively supported.
More free time. Enjoy 25+ Working Days of Holidays to recharge and relax from work.
Volunteering. Embrace the opportunity to dedicate 2 paid days each year towards personal growth and community impact.
Personal development opportunities. Improve yourself through training online.
Professional growth. Exceptional performance is recognized and rewarded, offering opportunities for career advancement based on your contributions to our success.
Achievement Bonus. We celebrate our company's successes by offering an annual bonus.
Our company products. Get exclusive access to our health and wellness products.
Flatwork culture. The chance to influence the company right from the start.
Team spirit. Enjoy regular team-building activities and engaging online events.
And much more! From a Welcome Package to other amazing perks – we’re always thinking of ways to show our appreciation for every team member. Whether it's fun surprises or practical benefits, you’ll always feel valued.

Bits of your job:

Oversee the daily operations of the Customer Support team, ensuring high service standards and strong customer retention
Provide support and guidance to team members
Monitor and track team attendance to ensure adequate coverage
Conduct one-on-one coaching sessions to enhance agent performance and skills
Assess and track agent efficiency on a daily, weekly, and monthly basis
Analyze customer feedback and support data to identify trends and implement improvements that increase customer satisfaction and retention
Review and approve leave requests
And other tasks