Team Leader - Customer Support (Phone & Email) | US
- Lead, mentor, and manage a team of customer support agents handling primarily phone support, with email support as needed.
- Develop scheduling strategies and staffing plans despite limited historical data by monitoring trends, call behaviors, and real-time volume.
- Oversee the successful implementation and optimization of the Aircall phone system.
- Maintain high-quality service standards tailored to customers who may need extra patience, clarity, and guidance.
- Ensure that agents can confidently assist customers with:
- Placing orders over the phone
- Answering product and sizing questions
- Payment and online ordering support
- Questions or follow-ups for existing orders
- Monitor communication quality across phone and email interactions.
- Handle escalations, complex customer concerns, or sensitive situations with professionalism and empathy.
- Create and refine workflows, scripts, and process documentation suitable for customers.
- Oversee updates to the knowledge base and internal training materials.
- Identify gaps in tools, processes, or information and propose solutions.
- Track team performance metrics, quality scores, customer sentiment, and operational KPIs.
- Provide insights on call volume, emerging customer issues, and team productivity.
- Deliver regular reports and recommendations for improvement to leadership.
- Partner with Product, Operations, and eCommerce teams to surface customer insights, sizing/product confusion trends, and common payment obstacles.
- Support special projects, data entry, and other operational tasks when call volume is low.
- Proven experience leading a customer service or call center team, ideally in a phone-heavy environment.
- Strong understanding of customer support operations, including queue management, scheduling, and forecasting.
- Excellent English communication skills—both written and verbal.
- Exceptional empathy, patience, and ability to support customers with kindness and clarity.
- Experience using Aircall, Shopify, and HelpScout is highly preferred.
- Ability to build structure and processes in a fast-evolving, low-data environment.
- High attention to detail, strong problem-solving skills, and ability to stay calm under pressure.
- High customer satisfaction and trust.
- A smoothly functioning phone support team with strong quality scores.
- Improved operational visibility through accurate reporting and forecasting.
- Well-trained, confident agents who deliver consistent service excellence.
- Efficient workflows, documentation, and knowledge resources supporting daily operations.
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