Team Management: Lead and oversee a team of 5-7 customer service agents, providing guidance, support, and ongoing training to ensure optimal performance and team cohesion.
Operational Oversight: Standard Operating Procedures (SOPs) must be regularly reviewed and updated to maintain efficiency and align with company goals.
Ticket Review and Quality Assurance: Monitor and evaluate customer service tickets to ensure timely, accurate, and high-quality responses that meet our standards of excellence.
Performance Management: Hold agents accountable to established Key Performance Indicators (KPIs), offering constructive feedback and implementing improvement plans as necessary.
Brand Expertise: Leverage knowledge of subscription-based supplement brands to effectively address customer needs, streamline processes, and elevate service standards.

Proven experience as a customer service team lead or similar role, ideally within the health and wellness or subscription-based industry.
Strong leadership and communication skills, with the ability to motivate and develop a team.
Ideally, the candidate should have experience working with e-commerce clients in the US.
Excellent problem-solving abilities and attention to detail.
A passion for health and wellness is a plus!

Customer Service Team Lead – Wellness E-commerce

Key skills