HelpGrid is a performance-driven growth partner for eCommerce brands in the health and wellness space. We specialize in abandoned cart recovery, post-sale engagement, and customer support, helping our clients recover 10–15% more revenue from their existing traffic.
What started as a small, agile support team has evolved into a full-scale revenue engine, and now, a technology company. We’ve built internal tools that leverage AI and automation to optimize conversations, scale faster, and deepen customer connection.
We’re growing fast, and we’re looking for leaders who want to grow with us, people who care deeply about performance, but also about people.
The Team Leader is responsible for overseeing a team of Customer Service Representatives, ensuring they provide exceptional service, meet performance goals, and contribute to a positive and productive work environment. This role plays a vital part in coaching, mentoring, and developing team members to achieve their full potential.
Lead, motivate, and coach a team of Customer Service Representatives to achieve and exceed individual and team performance targets (e.g., CSAT, saved sale, efficiency).
Monitor team performance through key metrics, providing regular feedback and implementing strategies for improvement.
Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to support agent development and address performance issues.
Assist team members with complex customer inquiries and escalations, ensuring timely and effective resolution.
Ensure adherence to company policies, procedures, and quality standards.
Foster a positive, collaborative, and supportive team environment that encourages open communication and knowledge sharing.
Analyze team performance data to identify trends, challenges, and opportunities for process improvement.
Contribute to the development and implementation of new customer service strategies and initiatives.
Act as a point of contact between the team and management, communicating team performance, challenges, and successes.
Manage the fair and consistent application of performance management and disciplinary measures as necessary. Recognize and reward team and individual achievements.
Participate in the recruitment and onboarding process for new team members.
Collaborate with the Trainers and QAs to develop and execute action plans for performance improvement.
Stay updated on product knowledge, company policies, and industry best practices.
Perform other duties and responsibilities as assigned.
Prior experience in a customer service supervisory or team lead role with a strong track record of success.
Excellent communication (verbal/written) and interpersonal skills, with the ability to motivate and influence others.
Strong coaching, mentoring, and feedback skills.
Exceptional problem-solving and decision-making abilities.
Ability to analyze data and identify trends.
Excellent organizational and time management skills.
Proficient computer skills, including CRM systems, Google Workspace and Microsoft Office Suite.
Strong understanding of customer service principles and best practices.
Ability to remain calm and composed under pressure.
Proactive and results-oriented approach.
Ability to work effectively both independently and as part of a larger leadership team.
Willingness to work flexible hours, including evenings, weekends, and holidays (as needed)
Experience in handling customer inquiries via multiple channels (phone, email, chat).