Customer Experience Team Lead

The Role

The Team Lead – Customer Experience is responsible for overseeing a team of customer experience agents, ensuring high-quality service, adherence to company policies, and continuous improvement in team performance. This role includes monitoring daily operations, coaching agents, and acting as a point of escalation for complex customer issues. The Team Lead is also responsible for tracking key performance metrics and driving initiatives to enhance customer satisfaction.

To excel in this role, candidates must have a strong understanding of GSuite and internet-based software, possess excellent problem-solving abilities, and demonstrate leadership in managing and mentoring a team. The ideal candidate will be highly organized, proactive, and capable of making data-driven decisions to optimize team efficiency.

Applicants must have flexible scheduling availability to align with U.S. time zones, specifically covering 1:00 PM - 10:00 PM EST. This is a full-time (40 hours per week), hourly, non-exempt, remote position. Overtime, holidays, and weekends may be required based on business needs. The compensation for this role is $9 USD/hour.

Responsibilities

• Assign tasks and delegate responsibilities to team members based on workload and priority to ensure efficiency.
• Oversee daily operations, monitor workflow, and address any bottlenecks to maintain productivity and service quality.
• Manage a team of customer service representatives, ensuring adherence to company policies, procedures, and service standards.
• Monitor and evaluate customer interactions (calls, emails, chats, SMS) to maintain quality and compliance with company guidelines.
• Identify opportunities for process improvements and implement recommendations to enhance the customer service experience.
• Lead and facilitate training programs during onboarding to ensure new hires understand and comply with MaryRuth’s Standard Operating Procedures (SOPs).
• Provide coaching, mentorship, and skills development for both new and existing team members.
• Act as a point of contact for procedure-related questions and support decision-making in customer service matters.
• Track and ensure completion of essential tasks, including appropriate handling of escalated cases and complaints.
• Enforce adherence to operational procedures and verify the completion of required forms and reports.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Address employee concerns, mediate conflicts, and facilitate resolution in alignment with company policies.
• Serve as the designated shift leader for handling Complaints, Adverse Events (AE), and Serious Adverse Events (SAE), ensuring proper procedures and documentation.
• Analyze team performance metrics and provide progress updates to the Customer Experience leadership team and other relevant stakeholders.
• Ensure the team meets KPIs and performance goals, implementing corrective actions when necessary and tracking progress.
• Drive engagement, motivation, and team morale to foster a positive and high-performance work environment.
• Identify skill gaps and work with HR or training departments to develop tailored training and development plans.
• Other related duties as assigned (as dictated by the Chief People Officer and other appropriate staff).
• Some travel (<5%) may be required on an as-needed basis, with advance notice provided to the employee.

Qualifications

• At least 3 years of customer service experience required.
• Previous experience in a supervisory role preferred.
• Proven experience in working remotely, with a strong ability to stay actively present.
• High school diploma or equivalent; 4-year college degree (preferred, but not required).
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Ability to organize a daily workload by priorities.
• Must be able to meet deadlines in a fast-paced and quickly changing environment.
• Proper language etiquette in all communication platforms (email correspondence, phone calls, and company programs (Slack, Asana, Gladly, etc).
• Embodies a proactive approach to problem-solving with strong decision-making skills.
• Self-motivated; ability to perform well without close supervision.
• Preferred proficiency in any of the following programs: Google Suite/Excel, Slack, Asana, ShipHero, Shopify, Amazon, Gladly.
• Positive “can-do” attitude.

Physical Requirements

• Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
• This role involves sitting most of the time but may also involve moving for brief periods of time.

Benefits Summary

• Competitive compensation, commensurate with experience.
• Sick time.
• Paid company holidays.
• Flexible vacation.
• Medical insurance.
• Varied additional benefits specific to country of residence.

The Culture at MaryRuth

We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.

We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth celebrates inclusion and is committed to equal opportunity employment.

MaryRuth is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, hair texture and hairstyles, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.