Wine.com is hiring a Customer Service Lead. This is a vital role, helping provide leadership infrastructure and support expertise within our Customer Service team. Our Customer Service Leads help the team’s day-to-day operations run smoothly and help provide subject-matter expertise on basic and advanced support issues. In addition to their roles with our daily operations, Customer Service Leads also help own specific areas of advanced support.
*Please only apply if you live in one of the available locations below.
Available Locations: FL, NY, NJ, NC, OH, TX, MA (Remote role)
Shift: Tuesday - Saturday *8:30AM- 5:00PM Central Time*
Responsibilities
- Help oversee the day-to-day functioning of our Customer Service department, including:
o Leading and coaching teams on development opportunities
o Having a positive and professional attitude while leading teams through diversity and change
o Working on elevating processes and will improve the customer experience
o Tracking our various support queues and our staffing for those queues, and ensuring we have the resources needed to hit our response time goals
o Handling customer escalations that need specialized attention and resolution
o Answering agent questions in Teams in a timely and helpful manner
o Flagging and tracking technical and product issues to the necessary internal teams
o Keeping agents updated on key product and operational changes
- Serve as the Lead for 1-2 specialized areas of support (we’ll call these Lines of Business, or LOBs). Within those LOBs, you’ll be responsible for:
o Tracking and helping improve key performance metrics, such as CSAT, response time, and QA scores
o Helping build out our knowledge infrastructure, including training, Knowledge Base, and Zendesk materials
o Assisting agents working in their LOBs, providing help with advanced issues and answering subject-specific questions
o Working cross-functionally as needed with other departments at Wine.com
o Working with our workforce management function to ensure that your LOB is properly staffed
Requirements
- Track record of strong performance at Wine.com, with strong reviews and excellent CSAT and productivity metrics
- Demonstrated ability to learn new areas of support, and perform at a high level within those areas
- Proactive and solution-oriented
- Able to help agents learn basic and advanced support tasks
- Able to multi-task, and to pivot responsibilities as dictated by support volumes
- Strong verbal and written communication skills
- Strong interpersonal skills
...entrepreneurs. As an Excess and Surplus (E&S) carrier, we face unique and interesting problems every day. We are seeking an experienced HR Generalist to join our growing organization. Primary Function: We are seeking an experienced HR Generalist to join our...
...with the teachings and traditions of the Roman Catholic Church. Working under the direction of the lead catechist or religion teacher,... ...understanding of the faith, preparation for the Sacraments, and daily Christian living. Job Responsibilities Support the lead catechist...
...and cognitive behavioral approaches. Bi-lingual English/Spanish is a plus. Valid driver's license and willingness to drive clients in a company van. Bachelor's degree in human services or 3 years of experience in the substance abuse treatment field preferred....
...Permanent), in Multiple Locations Expires at: 2026-04-10 Remote policy: Full remote Location: Remote (U.S. Based Preferred... ...) About the Role EKD Strategies is hiring a remote Data Analyst to support our growing data and reporting needs. Youll manage...
For this position, pay will be variable by location - See additional job details and benefits below. Our Winning Family Starts With You! Check out these great benefits!~ Flexible schedules to help you balance other life commitments (school, childcare, family...