Call Center Email Support Lead (Non-Voice)

NorthPeak Support Services needs a Non-Voice Email Support Lead to oversee our growing e-commerce account. You will manage 15 specialists handling high-volume email cases, optimize macros, and improve first response time while coordinating closely with the call center workforce team.

Responsibilities

• Monitor email queues and balance workloads for non-voice agents
• Coach team members on tone, empathy, and product accuracy
• Analyze contact drivers and partner with product to reduce repeats
• Prepare weekly reports on SLA performance and quality

Qualifications

• 4+ years managing non-voice customer service teams
• Experience with Zendesk, Kustomer, or similar ticketing tools
• Excellent written English and attention to detail
• Willing to work hybrid (3 days onsite) with rotating evening shifts