Email Customer Support Team Lead

About the role

We are seeking an organized, proactive, and customer‑focused Email Customer Support Team Lead to manage the day‑to‑day workflow and performance of our email support team. The role ensures proper coverage, monitors response times and service levels, reviews interactions, and coaches agents to deliver a consistent, professional experience.

Key responsibilities

• Oversee daily workflow, ticket distribution, response and resolution times, and SLA adherence.
• Review customer emails for accuracy, empathy, brand voice, and quality of resolution.
• Provide real‑time coaching, conduct regular 1‑on‑1s, and address performance gaps.
• Handle escalated, complex or sensitive customer issues and guide agents through difficult situations.
• Track KPIs such as response time, CSAT, ticket volume, productivity and schedule adherence.
• Identify recurring concerns, workflow bottlenecks and suggest process improvements.
• Support onboarding and ongoing training for Email Support Specialists.
• Prepare performance reports and communicate policy or product updates to the team.

Required profile

• At least 1 year of experience in email or ticket‑based customer support, preferably in e‑commerce.
• Previous experience in a team‑lead, supervisor or senior customer service role.
• Excellent written communication with strong grammar, tone and attention to detail.
• Proven ability to coach, mentor and hold team members accountable.
• Strong analytical and reporting skills.

Required skills

• Zendesk
• Gorgias
• Shopify
• Kustomer