Customer Service Team Lead

The Role:

Responsibilities

• Serve as the first point of contact for all customer inquiries across email, chat, and other channels
• Resolve issues efficiently while maintaining a professional, empathetic tone
• Design and implement customer service SOPs, workflows, and response guidelines
• Track metrics (response times, satisfaction, resolution rates) and report directly to leadership
• Identify recurring issues and recommend improvements to products and processes
• Recruit, onboard, and lead a growing support team as the function scales

Ideal Profile:

Experience & Skills Required

• 3+ years of customer service management (team lead) or operations experience, preferably in a startup or high-growth environment
• Familiarity with CRM, help desk, or ticketing systems (e.g., Zendesk, Freshdesk, HubSpot). Gorgias experience is highly preferred
• Strong written...