Position Summary

The Customer Service (CS) Team Lead is responsible for supervising the daily operations of the Customer Service Representative (CSR) team handling omnichannel customer support, including email, chat, calls, and e-commerce platform cases. The role focuses on ensuring service quality, KPI achievement, and team development through coaching, performance monitoring, and effective case management. The CS Team Lead works closely with the CS Manager and Operations Manager to maintain efficient workflows, resolve escalations, and ensure that customer service standards and company policies are consistently followed.

Key Responsibilities

• Operational Leadership: Lead the day-to-day operations of the CSR team across email, chat, voice, and e-commerce channels.
• Coaching & Team Development: Focus on agent development by reviewing QA scores and performance reports, conducting regular 1:1 coaching sessions...