Customer Service Team Lead

• Serve as the first point of contact for all customer inquiries across email, chat, and other channels
• Resolve issues efficiently while maintaining a professional, empathetic tone
• Design and implement customer service SOPs, workflows, and response guidelines
• Track metrics (response times, satisfaction, resolution rates) and report directly to leadership
• Identify recurring issues and recommend improvements to products and processes
• Recruit, onboard, and lead a growing support team as the function scales

• 3+ years of customer service management (team lead) or operations experience, preferably in a startup or high-growth environment
• Familiarity with CRM, help desk, or ticketing systems (e.g., Zendesk, Freshdesk, HubSpot). Gorgias experience is highly preferred
• Strong written and verbal communication skills (English required, additional languages a plus)
• Proven ability to build processes, systems, or SOPs from scratch
• Hands-on, proactive, and comfortable starting as an individual contributor
• Leadership potential with experience training or mentoring others
• Highly organized, reliable, and customer-oriented

• Computer - at least i5 or equivalent with 8gb RAM
• Internet Speed - At least 100 MBPS Download speed
• Dual Monitor is a nice to have

• Opportunity within a company with a solid track record of performance
• Leadership Role
• Attractive Salary & Benefits

Marketect Media