Online Customer Service Team Lead (Temp)

We are seeking a dynamic, results-driven Team Leader to oversee, coach, and inspire a team of client service agents in a luxury digital environment. In this role, you will be responsible for driving individual and team performance, ensuring exceptional service quality and delivery, and fostering a positive and efficient work environment. You will play a critical role in maintaining operational excellence, meeting KPIs, and upholding the brand’s standards of client care.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Team Management & Leadership
-Lead, motivate, and support a team of online beauty consultants to achieve service, sales and performance targets.
-Conduct regular 1:1s, team huddles, and performance reviews, in partnership with leadership.
-Set clear expectations, monitor productivity, and provide coaching and feedback.
-Foster a positive, inclusive, and high-performance team culture.
Performance & Quality Monitoring
-Track and analyze team KPIs (e.g., response time, customer satisfaction, resolution rates, channel queues).
-Identify training needs and performance gaps; implement improvement plans as needed.
-Ensure compliance with call scripts, quality standards, and service procedures.
Operational Support
-Manage daily workflow, schedules, and resource allocation to maintain service level targets.
-Handle escalated customer issues, ensuring timely and satisfactory resolution.
-Collaborate with cross-functional teams to improve tools and processes as needed
-Manage team to individual and collective sales and quality of service KPI targets
Reporting & Insights
-Prepare and deliver team performance reports and actionable insights to leadership.
-Identify trends in customer inquiries and escalate opportunities for improvement.
-Identify and escalate any issues presented to leadership
Training & Development
-Support onboarding of new agents and ongoing skill development for existing team members.
Champion best practices, knowledge sharing, and continuous learning.
-Proven experience managing client service teams, with a strong understanding of customer service workflows and business processes.
-Background in the luxury or cosmetics industry, with experience serving high-value clients in demanding environments.
-Proficient across all client communication channels (phone, email, chat, social messaging, video).
-Strong commercial mindset with the ability to support product selection and drive conversions, especially in remote selling scenarios.
-Excellent communication skills, including strong elocution, storytelling, and writing abilities.
-Deep understanding of luxury service standards and the ability to coach a team to deliver them consistently.
-Tech-savvy, with the ability to use and adapt to multiple digital tools in a fast-evolving environment.
-Demonstrated resilience and sound judgment in managing team dynamics and complex client issues.
-Solutions-focused with a proactive, troubleshooting approach and ability to make clear recommendations.

Employment type
Full-time

Work arrangement
No