Email Customer Support Team Lead

🔥 13 hours ago

🌐 Philippines, Argentina, +2 more countries – Remote

🇵🇭 Philippines – Remote 🇦🇷 Argentina – Remote 🇨🇱 Chile – Remote 🇨🇫 Central African Republic – Remote

💵 $8 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Incubator Lab

WebsiteLinkedInAll Job Openings

2 - 10 employees

🛍️ eCommerce

📣 Marketing

💼 Consulting

eCommerce • Marketing • Consulting

Incubator Lab is a growth and marketing firm that incubates and scales innovative e-commerce brands. They position themselves as an “out of the box” marketing and advertising team focused on captivating customers, driving sales, and producing measurable results; their site claims $100M+ in revenue generated. The company highlights four founders with 50+ combined years in advertising, a team of about 34 people, and offers services, packages, and consulting (site footer references "Consulting rosa LLC"). They emphasize continuous testing and innovative solutions to grow e‑commerce brands.

📋 Description

• Oversee the daily workflow and coverage of the Email Customer Support team • Monitor ticket volume, distribution, response times, resolution times, and SLA adherence • Ensure customer inquiries are properly assigned and handled within expected response times • Review customer interactions for accuracy, professionalism, empathy, brand voice, and resolution quality • Provide real-time coaching, feedback, and guidance to improve team performance and written communication • Conduct regular 1:1s with team members to support development, address performance gaps, and reinforce expectations • Handle escalated customer concerns involving complex, sensitive, or unresolved issues • Support agents with difficult customer situations and provide guidance on appropriate resolutions • Monitor adherence to customer service policies and procedures, including orders, subscriptions, refunds, cancellations, and product-related inquiries • Review customer support tickets to ensure interactions are properly documented and resolved • Track KPIs including response time, resolution rate, CSAT, ticket volume, productivity, quality, and schedule adherence • Identify recurring customer concerns, workflow bottlenecks, and performance trends • Support onboarding and ongoing training for Email Customer Support Specialists • Communicate policy changes, product updates, process changes, promotions, and priority issues to the team • Prepare and communicate team performance reports to leadership • Escalate attendance, performance, customer experience, or operational concerns when necessary • Improve workflows and processes to increase efficiency while maintaining customer service quality • Maintain reliable daily email support coverage • Monitor team attendance and schedule adherence • Ensure escalated cases are handled appropriately and in a timely manner • Maintain accurate and timely performance reporting

🎯 Requirements

• 1+ year of experience in customer support, email support, e-commerce, or a similar environment • Previous experience as a Team Lead, Supervisor, Senior Customer Service Representative, or similar leadership role is preferred • Strong experience handling customer inquiries through email or ticket-based support • Excellent written communication skills with strong grammar, tone, and attention to detail • Strong understanding of professional and empathetic customer communication • Experience coaching, mentoring, or supervising customer service representatives • Familiarity with customer service KPIs such as response time, SLA, CSAT, resolution rate, ticket volume, quality, and productivity • Strong organizational and time-management skills • Ability to prioritize high volumes of customer inquiries and competing team needs • Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations • Ability to balance productivity expectations with customer experience and response quality • Comfortable providing constructive feedback and holding team members accountable • Strong reporting and analytical skills • Experience with Zendesk, Gorgias, Shopify, Kustomer, or similar customer support platforms is a plus • E-commerce, health, wellness, supplements, or consumer products experience is a plus • Reliable internet connection and suitable remote work environment • EST-based working hours • Ability to work a fixed schedule based on business needs • Availability for at least 5 working days of rotational time off • Ability to clock in/out using When I Work

🏖️ Benefits

• Full-time contract position • Remote work • EST-based hours • Fixed schedule based on business needs and customer support coverage • 8-hour shift consisting of 7.5 working hours and a 30-minute unpaid lunch • At least 5 working days of rotational time off based on staffing and coverage requirements