Ecommerce Customer Service Team Lead

This is not a customer support agent role. We're hiring a Team Lead to manage a small CS team for a DTC ecommerce brand — responsible for team output, quality standards, and escalation handling, not just your own ticket queue.

What you'll own:

• Day-to-day team management — workload distribution, queue monitoring, quality review
• Writing and maintaining SOPs, macros, and response templates
• Handling escalations agents can't resolve — complex refunds, disputes, and edge cases
• Onboarding and training new CS agents
• Reporting on team KPIs — CSAT, response time, resolution rate, and backlog
• Flagging recurring product or fulfillment issues that are driving ticket volume

Experience managing a customer support team in an ecommerce environment required. Proficient with Gorgias or a comparable ecom helpdesk tool. Fluent English, US hours. Performance bonuses tied to team CSAT and response time targets.