The Team Lead is a hands-on, tactical leader responsible for the day-to-day execution, stability, and performance of the e-commerce email support team. This role is closely involved in queue management, agent oversight, and real-time issue resolution to ensure service levels, productivity, customer satisfaction (CSAT), and quality targets are consistently achieved.

This position is ideal for an operationally strong leader who is comfortable working alongside agents and providing practical, solution-oriented support rather than high-level or theoretical guidance.

Key Responsibilities

• Provide direct, day-to-day supervision and support to email support agents
• Support operations by handling customer emails as needed to maintain service levels and demonstrate best practices
• Manage email queues, workloads, and task prioritization to ensure consistent SLA achievement
• Deliver real-time coaching to address performance, accuracy, productivit...