Email Customer Support Team Lead
Compensation: $8/hour
Schedule: Contract | Full-Time | EST Hours | Fixed Schedule Based on Business Needs
Overview
We are looking for an organized, proactive, and customer-focused Email Customer Support Team Lead to oversee the day-to-day workflow and performance of our Email Customer Support team. This role is responsible for ensuring proper coverage, monitoring response times and service levels, reviewing customer interactions, coaching team members, handling escalated customer concerns, and maintaining a consistent and professional customer experience across all email communications. The adecuado candidate has strong customer service and email support experience, excellent written communication skills, and the ability to balance team leadership, quality assurance, productivity, and daily operations in a fast-paced environment.
Responsibilities
- 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 key performance indicators such as response time, resolution rate, CSAT, tic

📌 Email Customer Support Team Lead (Colombia)
🏢 Myremota
📍 Colombia