Are you a customer-obsessed support professional who knows how to motivate a team, improve daily operations, and deliver exceptional service in a fast-paced DTC environment?

We’re looking for a Customer Service Team Lead to support and elevate this growing customer support team, coaching agents, improving workflows, and ensuring they consistently deliver a premium experience that matches the quality of our client’s flagship anti-aging device and skincare line.

This role is not just about handling tickets. It’s about guiding a team, maintaining quality, and being the operational backbone that ensures every customer feels heard, valued, and taken care of.

WHO THEY ARE

They are a fast-growing DTC skincare brand best known for their innovative at-home anti-aging device and science-backed skincare solutions. With a loyal customer base exceeding 100,000 people, they focus on delivering real results paired with exceptional service.

Lean, agile, and highly collaborative, the team thrives in a culture where ownership, experimentation, and continuous improvement are part of everyday operations. It’s the perfect environment for someone who wants to grow, lead, and make an impact.

YOUR MISSION

Your mission is to lead, support, and elevate a team of customer service agents, ensuring high-quality interactions, smooth operations, and consistent alignment with brand standards. You’ll be responsible for team performance, frontline coaching, SOP adherence, and ensuring every customer receives fast, friendly, and effective support.

This is a full-time contractor role with flexible hours, working closely with the Head of Customer Support.

WHAT’S IN IT FOR YOU

• Take on a leadership role in a fast-growing global DTC brand
• Work remotely with a diverse and collaborative international team
• Develop your management experience with support from a strong Head of Customer Support
• Play a pivotal role in improving the customer journey and resolving recurring issues
• Be part of a team where initiative, ownership, and strong performance are recognized

WHAT YOU’RE GETTING INTO

Performance & SLA Management

• Maintain FRT < 4 hours and Resolution Time < 48 hours
• Monitor daily workloads, rebalance queues, and run SLA audits
• Resolve aging tickets and send end-of-day performance summaries

Team Coaching & Development

• Lead weekly 1:1s and deliver live coaching during shifts
• Identify training gaps, support onboarding, and run calibrations/QA coaching sessions
• Foster a positive, high-performance environment
• Lead daily huddles and ensure team alignment with company values and expectations

Queue & Workflow Management

• Redistribute tickets based on hourly volume
• Ensure accurate routing (New, Follow-Ups, Priority, VIP, Backlog)
• Monitor agent coverage, break times, and adherence to macros/tagging guidelines

Quality Assurance

• Perform daily QA reviews and maintain accuracy/CSAT targets
• Ensure SOP, template, and escalation compliance
• Partner with leadership to update workflows and macros

Escalation Handling

• Act as the first point of escalation for refunds, order issues, lost/damaged packages, subscription disputes, and VIP concerns
• Collaborate with Ops, Logistics, and Warehouse teams on cross-functional issues

Process Ownership

• Maintain SOPs, macros, tags, and Gorgias rules
• Identify root causes of recurring issues and propose improvements
• Participate in monthly NPS and CSAT reviews

WHO YOU ARE

• You have experience leading 10–20 support agents in an eCommerce environment
• You’re confident owning SLAs, live queue management, and KPI performance
• You’ve performed QA reviews and delivered coaching
• You work with speed, organization, and strong operational discipline
• You're calm under pressure and skilled at handling escalations
• You thrive in high-volume DTC environments

Bonus Points If You Have:

• Experience with subscription billing tools
• Background in DTC, e-commerce, or CX optimization
• Prior experience with Checkout Champ or Gorgias automation

WHAT SUCCESS LOOKS LIKE

30 Days: You understand the queues, workflows, team strengths, and SLAs; you’re running daily audits and providing coaching.

60 Days: The team is hitting SLAs more consistently; QA scores are improving; queues are flowing smoothly.

90 Days: Performance is optimized, customer satisfaction is up, and escalations are being resolved quickly and consistently.