Customer Support Lead – Email Support (Interim)

About the role

The Customer Support Lead – Email Support (Interim) will oversee daily email‑based customer service operations, ensuring high‑quality service, efficient workflow, and continuous improvement of response times and issue resolution. Reporting to the Head of Customer Support/General Manager, this role blends hands‑on queue management with team leadership.

Key responsibilities

• Monitor and manage Commslayer inbox queues, guaranteeing proper staffing and timely responses.
• Maintain inbox organization, ticket prioritization, tagging, and workflow efficiency.
• Track refund requests, disputes, shipping SLA compliance, and coordinate with logistics.
• Coach and support Customer Support Representatives through daily guidance, regular coaching sessions, and performance reviews.
• Identify performance gaps, create improvement plans, and promote accountability.
• Monitor and report on KPIs such as CSAT, first‑response time, resolution time, tickets per hour, and refund rate.
• Serve as primary escalation point, conduct root‑cause analysis, and coordinate cross‑functional resolutions.

Required profile

• Proven experience managing email‑based support teams or similar customer service operations.
• Strong analytical mindset with ability to monitor KPIs and drive process improvements.
• Excellent communication and coaching skills to develop team performance.
• Ability to handle high‑level complaints and sensitive cases with professionalism.

Required skills

• Proficiency with Commslayer or comparable ticketing/email support platforms.
• Experience using ticket‑tagging and classification systems.
• Familiarity with KPI monitoring and reporting tools.