Customer Success Team Lead (Remote)

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Ready to Elevate E-commerce Support? At

TalentPop , we do not just answer tickets; we build competitive advantages for the world's fastest-growing E-commerce brands. We are looking for a

Customer Success Team Lead —a highly experienced operational veteran and natural coach—to take ownership of a dedicated client support team and transform daily service into a revenue driver. This is more than a supervisory role; you are the

Chief Operator

for your client's success, directly ensuring our agents deliver world-class service and meet all key performance indicators (KPIs). If you thrive in the fast-paced BPO environment, excel at operational troubleshooting, and are driven by developing others, this is your next career step.

What You'll Be Leading : Impact and Responsibilities

Operational Command : Maintain real-time oversight of all support channels (chat, email, voice), proactively managing queues, balancing workloads, and mitigating service risks to ensure SLAs are consistently met.

Expert Resolution and Escalation : Serve as the final point of contact for complex, high-stakes customer issues and priority escalations, resolving them with professionalism and speed.

Performance Coaching : Mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency.

Process Optimization : Identify recurring bottlenecks and inefficiencies in workflows and Standard Operating Procedures (SOPs). Develop and implement proactive solutions to streamline operations.

Knowledge Management : Take full ownership of all team resources, training materials, and support macros, ensuring they are always accurate, up-to-date, and fully compliant with client requirements.

Who You Are : Qualifications for Success

The BPO Veteran : 3-5 years of hands-on experience in a high-volume Business Process Outsourcing (BPO) environment, specifically supporting external clients.

The Leader : 1-2 years of proven experience in a senior customer service, team lead, or supervisory role. Virtual Assistant (VA) experience with team management responsibilities is highly valued.

The Problem Solver : Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly.

The Organizer : Meticulous organizational skills, a proactive, detail-oriented approach to management, and an unwavering commitment to quality output.

The Tech Stack Expert : Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.). E-commerce platform experience (Shopify, Magento) is a strong plus.

Ready for Remote Success : The Tech Requirements

A dedicated, quiet workspace.

Internet : Stable, wired primary connection (20 Mbps+ minimum) and a proven, functional backup internet solution.

Hardware : Modern computer capable of multi-tasking (i5 / Ryzen 5 equivalent or higher processor, 8 GB RAM minimum).

Power Reliability : Mandatory backup power plan (e.g., UPS, generator, or alternative working location) to ensure 100% schedule adherence.

Our Investment in You : Perks and Benefits

Competitive salary with annual performance-based increases.

Comprehensive health and dental insurance or a monthly health stipend.

Generous Paid Time Off (PTO) package.

Holiday bonuses and performance incentives.

Permanent work-from-home flexibility.

Clear pathways for career progression within our rapidly expanding organization.

If you are ready to be the operational backbone of a high-performing remote team and drive measurable customer success for exciting E-commerce brands, apply now!

Seniority Level Entry level

Employment Type Full-time

Job Function Other

Industries IT Services and IT Consulting

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