Team Lead – E‑commerce Email Support

About the role

The Team Lead will drive day‑to‑day execution, stability, and performance of an e‑commerce email support team. This hands‑on leader works directly with agents, manages queues, and resolves issues in real time to meet service level and quality targets.

Key responsibilities

• Provide direct supervision and support to email support agents.
• Handle customer emails as needed to maintain service levels and demonstrate best practices.
• Manage email queues, workloads, and task prioritisation to achieve SLA targets.
• Deliver real‑time coaching on performance, accuracy, productivity and adherence.
• Act as first point of escalation for complex cases, workflow or process issues.
• Ensure compliance with SOPs, schedules, attendance and coverage plans.
• Balance productivity metrics with CSAT to meet KPIs without compromising quality.
• Conduct root‑cause analysis of performance gaps and process inefficiencies.
• Identify operational gaps, propose improvements and escalate systemic risks.
• Collaborate with Quality Assurance and Training teams to reinforce coaching priorities.
• Support onboarding and integration of new hires during live production.

Required profile

• 2–4 years experience in a BPO or e‑commerce customer support environment.
• At least 1 year as a Team Lead or Supervisor, preferably in email or back‑office operations.
• Strong understanding of SLA‑driven operations and performance management.
• Proven ability to manage queues, volume fluctuations and real‑time adjustments.
• Excellent communication, coaching and stakeholder‑management abilities.
• Highly organised, detail‑oriented and execution‑focused.
• Comfortable working in a fast‑paced, metrics‑driven environment.

Required skills

• Shopify
• Gorgias
• Zendesk
• TikTok Shop (preferred)