Team Lead (Non-voice, remote)

Important: Please read and follow all instructions carefully.
We received several applications for this role. Only applicants who follow the instructions in this post will be contacted.

About the role
We’re hiring a Team Lead (Non-Voice) to guide a team of chat and email support specialists for fast-growing direct-to-consumer brands. You will coach your team, keep quality and response times on track, and make sure customers get fast, friendly and accurate help in Intercom.

What you’ll do

Lead and support a team of non-voice (chat and email ) specialists day to day
Monitor queues and conversations in Intercom and keep response and resolution times on target
Coach agents through regular one-on-ones, feedback and quality reviews
Handle escalations and step in on difficult customer conversations
Track team performance, such as response time, resolution time, quality scores and customer satisfaction, and share results with management
Make sure agents follow macros, workflows and client guidelines
Help with scheduling, attendance and shift coverage
Spot patterns in customer issues and share them with the client and the operations team
Support onboarding and training of new team members

What we’re looking for

At least 2 years of experience managing a non-voice (chat and email ) account
Hands-on experience with Intercom, including inbox, macros, tags, reports and workflows
Experience with e-commerce or direct-to-consumer brands is a plus
Proven record of coaching agents and improving quality and performance
Comfortable working with metrics and reports, and able to explain them to your team and management
Strong written and spoken English with a calm, professional tone
Good at handling escalations and making quick, fair decisions
Reliable, quiet workspace for remote work

How to apply
Please complete the Team Lead application form here: ----------

Nice to have

Experience building or updating macros and help center articles
Experience managing more than one brand or queue
Experience with QA scorecards and agent performance reviews