About this role
About the Client A fast-growing, science-led wellness eCommerce brand focused on foundational health and recovery, known for its premium, research-backed products and customer-obsessed culture. The company operates in the U.S. and sells direct-to-consumer through a modern omnichannel support experience across email, social media, and live chat. Why does this role exist? The Customer Experience team is short-staffed during rapid growth, and the brand needs a hands-on Team Leader to ensure white-glove service across email, social channels, and live chat. This role exists to safeguard SLAs, elevate quality and consistency, coach agents, and own escalations so customers receive timely, thoughtful, high-judgment resolutions. It also aligns day-to-day operations with leadership goals while building a high-performing, values-driven culture. Performance & Coverage Confirm attendance and coverage each shift; partner with Workforce Management to resolve gaps. Monitor daily performance metrics (response time, handle time, resolution, CSAT) and quality scores. Flag underperformance, dissatisfaction trends, and standout wins to leadership. Team Alignment & Culture Set and reinforce a clear daily focus; model ownership, candor, and care. Cascade priorities and empower agents to deliver a white-glove experience in every interaction. Share insights upward on trends, top performers, and at-risk outliers. Coaching & Development Run regular 1:1s; complete QA evaluations; track coaching notes and growth commitments. Provide ongoing check-ins and real-time feedback to drive skill progression. Support onboarding and shadowing for new hires on your team. Escalations & Workflow Operations Own and resolve escalations quickly; reassign when appropriate. Oversee day-to-day workflows across email, social, and chat to keep queues healthy. Document coaching opportunities when escalations reveal behavior or process gaps. Knowledge & Training + Surge Support Reinforce process/policy updates; monitor training completion and follow up as needed. Step into the queue during surges; surface recurring ticket drivers to leadership for resolution.