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

Ready for Remote Success : The Tech Requirements

Our Investment in You : Perks and Benefits

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!

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