Customer Service Team Lead (Ecommerce)

Customer Service Team Lead (Ecommerce) Pay: $26.00 – $30.00 per hour Location: Brooklyn, NY Schedule: On-site Mon–Thu | Remote Fri Reports To: Customer Service Manager Job Type: Full-Time About Focus Focus Camera is a high-volume eCommerce retailer shipping 5,000+ orders daily. Our Customer Service team supports FocusCamera.com and major marketplaces including Amazon, eBay, Walmart, Reverb, and more. We manage hundreds of daily inquiries through Zowie across phone, email, and live chat. Role Overview We are seeking a results-driven Customer Service Team Lead who can balance hands-on ticket management with team performance oversight. This role requires someone who leads by example, maintains high productivity, and drives measurable improvements in response time, quality, and accountability. Core Responsibilities · Manage a high volume of customer contacts via phone, email (Zowie), and chat · Meet and exceed productivity benchmarks for ticket volume and response times · Resolve order, shipping, return, and product inquiries accurately and efficiently · Investigate delivery issues and file carrier claims when necessary · Maintain detailed and accurate case documentation Leadership & Performance Responsibilities · Serve as the daily escalation point for complex customer issues · Monitor live tickets for quality, tone, and policy compliance · Drive team performance against KPIs, including: o First Response Time (FRT) o Resolution Time o Ticket Volume o Quality Assurance (QA) standards o Customer Satisfaction (CSAT) · Provide weekly reporting on trends, workload, and performance gaps · Identify root causes of recurring issues and implement process improvements · Support training, onboarding, and coaching to elevate team output · Reinforce accountability and productivity standards in a fast-paced environment Qualifications · 2+ years of eCommerce customer service experience (marketplace experience preferred) · Prior leadership or senior-level support experience required · Strong written and verbal communication skills · Data-driven mindset with the ability to interpret performance metrics · Highly organized and comfortable multitasking under pressure · Dependable, team-oriented, and solution-focused · Experience with ticketing systems (Zowie preferred) Benefits · 401(k) & 401(k) matching · Medical, Dental, Vision · Health Savings Account · Life Insurance · Paid Time Off · Employee Discount Work Location: In person (Brooklyn HQ) Pay: $26.00 - $30.00 per hour Expected hours: 40.0 per week Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Ability to Commute: Brooklyn, NY 11218 (Preferred) Work Location: In person