Email Customer Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Email Customer Support Team Lead based in Canada. This role offers the opportunity to lead the day-to-day operations and performance of a customer support team focused on email and ticket-based service. You will oversee coverage, ticket distribution, response times, service levels, quality, and overall team productivity while maintaining a consistently positive customer experience. The position combines hands-on customer support leadership with coaching, quality assurance, escalation management, reporting, and process improvement. You will help team members strengthen their written communication, judgment, and ability to resolve complex customer concerns. By using performance data and customer insights, you will identify recurring issues and opportunities to improve workflows and efficiency. This is a full-time remote role suited to an organized, proactive leader who can balance operational targets with empathy and service quality. Accountabilities: - Oversee the daily workflow, staffing coverage, and ticket distribution of the Email Customer Support team. - Monitor ticket volume, response and resolution times, productivity, service levels, and SLA adherence. - Ensure customer inquiries are assigned appropriately and resolved within expected timeframes. - Review customer interactions for accuracy, professionalism, empathy, brand voice, documentation quality, and resolution effectiveness. - Provide real-time coaching, constructive feedback, and guidance to improve team performance and written communication. - Conduct regular one-on-one meetings to support employee development, address performance gaps, and reinforce expectations. - Handle escalated, complex, sensitive, or unresolved customer concerns and guide agents through appropriate resolutions. - Ensure adherence to customer service policies and procedures related to orders, subscriptions, refunds, cancellations, and product inquiries.

- Track KPIs including response time, resolution rate, CSAT, ticket volume, productivity, quality, and schedule adherence. - Identify recurring customer concerns, workflow bottlenecks, and performance trends, and recommend process improvements. - Support onboarding, training, and ongoing development for Email Customer Support Specialists. - Communicate policy changes, product updates, process changes, promotions, and priority issues clearly to the team. - Prepare and communicate team performance reports and escalate attendance, performance, customer experience, or operational concerns when necessary. - Improve workflows and support processes to increase efficiency while maintaining service quality. - Maintain reliable daily support coverage and ensure escalated cases are handled appropriately and promptly. 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 in a comparable leadership position is preferred. - Strong experience handling customer inquiries through email or ticket-based support channels. - Excellent written English communication skills, including grammar, tone, clarity, empathy, and attention to detail. - Experience coaching, mentoring, supervising, or providing performance feedback to customer service representatives. - Familiarity with customer support KPIs such as response time, SLA adherence, CSAT, resolution rate, ticket volume, quality, and productivity. - Strong organizational and time-management skills, with the ability to prioritize high volumes of inquiries and competing team needs. - Strong problem-solving skills and sound judgment when handling escalated or sensitive customer situations. - Ability to balance productivity and operational expectations with customer experience and response quality.