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Customer Service - Team Lead

30 minutes ago
United States
Full-time
Junior
Customer Success Manager
Customer and Technical Support
Apply Now

Skylight / Skylight Frame

Skylight makes consumer technology products for families, primarily the Skylight Frame digital picture frame and the Skylight Calendar smart family calendar. Its core pitch is helping families share photos, schedules, and reminders.

Consumer electronics
51-200
View All Jobs 15

Description

  • Own day-to-day coverage across phone, chat, and email support channels.
  • Monitor staffing, workflow, and volume across shifts and adjust coverage as needed.
  • Act as a leadership partner to the Supervisor by sharing team performance updates, trends, and coaching input.
  • Coach Agents through shift check-ins and one-on-one reviews to improve quality, tone, accuracy, and efficiency.
  • Maintain deep product and process knowledge to train others and handle complex escalations.
  • Lead hiring, training, and onboarding for new Concierge Agents.
  • Support peak-season operations during high-volume periods such as Q4 and Mother’s Day.
  • Contribute to pilots and cross-functional initiatives by helping roll out new tools, workflows, or support models.

Requirements

  • 2+ years of experience in customer support with demonstrated leadership abilities.
  • Strong written and verbal communication skills with attention to tone and detail.
  • Experience with support platforms such as Zendesk and Slack.
  • Proven ability to coach, train, and support team members in a fast-paced environment.
  • Highly organized, self-motivated, and able to manage multiple priorities.
  • Collaborative and empathetic leadership style focused on helping others succeed.
  • Comfortable with technology and experienced working on a MacBook.
  • Ability to travel to in-person events quarterly or as business needs arise.
  • Reliable Wi-Fi connection required.
  • Availability for nights and weekends is required.
  • Preferred scheduling includes Sunday-Thursday or Tuesday-Saturday shifts within an 8 AM to 8 PM EST operating window.

Benefits

  • Competitive salary plus equity package.
  • 401(k) matching.
  • Health, dental, and vision insurance plans.
  • Wellness, learning, and home-office budgets.
  • Unlimited PTO.
  • Company holidays on the first Friday of every month, excluding November, December, and January.
  • Tremendous autonomy to set the direction of your work.

Interested in this position?

Apply directly on the company website

Apply Now

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