Customer Service Team Lead for a Wellness E-commerce Company (US Base / Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting talented individuals with great companies that need their unique skills. Our mission is to provide great jobs to gifted people, regardless of location.

Our Client is a health and wellness company dedicated to helping individuals thrive through the incredible benefits of moringa, a natural green superfood. The company specializes in natural supplements that empower people to live healthier and more energetic lives.

They are seeking a highly motivated and experienced Customer Service Team Lead to join the team and oversee a group of dedicated customer service agents. This role is critical in ensuring that our customers receive outstanding support while maintaining a high level of operational efficiency. The ideal candidate will bring strong leadership skills, a keen eye for detail, and experience in subscription-based supplement brands.

Key Responsibilities :

• 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.

Requirements

Benefits