CS Team Lead

• Manage day-to-day floor operations for a team of 8 to 10 email support agents during the shift.
• Monitor agent availability, performance, and ticket queues in real time through Nysonik.
• Conduct daily check-ins with agents and weekly coaching sessions for anyone who needs it.
• Own team KPIs including daily ticket volume, CSAT, retention rate, QA score, and ticket reopen rate.
• Spot-check tickets for quality and resolution accuracy minimum 3 to 5 per agent per shift.
• Enforce SOP compliance across the team. Tickets should only be closed when fully resolved.
• Escalate high-risk cases, chargeback signals, and unresolved issues to the CS Manager before they compound.
• Submit daily and weekly performance reports with clear context on what happened and what was done about it.
• Support onboarding of new agents and help them reach full productivity within the ramp period.
• Maintain team morale and a professional floor environment throughout the shift.

• 3 to 5 years of experience in a customer support leadership role Team Lead, Senior Agent, or equivalent.
• Proven track record of managing a team and delivering consistent KPI performance.
• Strong written English you will be coaching agents on communication and you need to model it.
• Experience with email support in a high-volume environment, ideally e-commerce or DTC.
• Comfortable working with data reading reports, identifying trends, and acting on them.
• Familiarity with ticketing or CRM tools such as Zendesk, Freshdesk, Gorgias, or similar.
• Someone who takes ownership. If a problem happens on your shift, you own the response.
• Able to give direct feedback to agents without making it personal.

• Competitive base salary.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.

Our Commitment:
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.