Email Customer Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Email Customer Support Team Lead based in Canada.

This role offers the opportunity to lead the day-to-day operations and performance of a customer support team focused on email and ticket-based service. You will oversee coverage, ticket distribution, response times, service levels, quality, and overall team productivity while maintaining a consistently positive customer experience. The position combines hands-on customer support leadership with coaching, quality assurance, escalation management, reporting, and process improvement. You will help team members strengthen their written communication, judgment, and ability to resolve complex customer concerns. By using performance data and customer insights, you will identify recurring issues and opportunities to improve workflows and efficiency. This is a full-time remote role suited to an organized, proactive leader who can balance operational targets with empathy and service quality.