The Team Lead is a hands-on, tactical leader responsible for the day-to-day execution, stability, and performance of the e-commerce email support team. This role is closely involved in queue management, agent oversight, and real-time issue resolution to ensure service levels, productivity, customer satisfaction (CSAT), and quality targets are consistently achieved.
This position is ideal for an operationally strong leader who is comfortable working alongside agents and providing practical, solution-oriented support rather than high-level or theoretical guidance.
Key Responsibilities
- Provide direct, day-to-day supervision and support to email support agents
- Support operations by handling customer emails as needed to maintain service levels and demonstrate best practices
- Manage email queues, workloads, and task prioritization to ensure consistent SLA achievement
- Deliver real-time coaching to address performance, accuracy, productivity, and adherence concerns
- Serve as the first point of escalation for agent inquiries, complex cases, and workflow or process issues
- Ensure strict compliance with standard operating procedures (SOPs), process guidelines, schedules, attendance expectations, and coverage plans
- Maintain a balance between productivity metrics and CSAT, ensuring KPIs are met without compromising quality or customer experience
- Conduct root cause analysis related to agent performance gaps, escalations, and process inefficiencies
- Identify operational gaps and improvement opportunities
- Escalate systemic issues, trends, and risks to client leadership and the Operations Manager
- Coach agents on structured problem-solving and sound decision-making
- Collaborate closely with Quality Assurance and Training teams to reinforce coaching priorities and drive sustained quality improvement
- Support the onboarding and integration of new hires during live production
- Escalate systemic issues, trends, or operational risks to the Operations Manager and leadership with clear, actionable recommendations
Qualifications & Experience
- 2–4 years of experience in a BPO or e-commerce customer support environment
- At least 1 year of experience as a Team Lead or Supervisor, preferably supporting email or back-office operations
- Strong understanding of SLA-driven operations and performance management
- Proven ability to manage queues, volume fluctuations, and real-time operational adjustments
- Demonstrated capability to provide concrete, actionable solutions to operational challenges
- Strong analytical and root cause analysis skills
- Excellent communication, coaching, and stakeholder management abilities
- Highly organized, detail-oriented, and execution-focused
- Comfortable working in a fast-paced, metrics-driven environment
- Experience supporting e-commerce brands and familiarity with platforms such as Shopify, Gorgias, Zendesk, or similar tools is preferred
- Experience with social commerce platforms, particularly TikTok Shop, is a strong advantage
Success Metrics
- SLA adherence and queue performance
- Team productivity and utilization
- CSAT and quality scores
- Escalation resolution effectiveness
- Agent performance improvement and coaching outcomes
- Attendance and schedule adherence
Working Conditions
- Must be willing to work onsite
- Shifting schedule with two consecutive days off per week
- Night shifts
