Job Description 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: * Leading and coaching teams on development opportunities * Having a positive and professional attitude while leading teams through diversity and change * Working on elevating processes and will improve the customer experience * Tracking our various support queues and our staffing for those queues, and ensuring we have the resources needed to hit our response time goals * Handling customer escalations that need specialized attention and resolution * Answering agent questions in Teams in a timely and helpful manner * Flagging and tracking technical and product issues to the necessary internal teams * 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: * Tracking and helping improve key performance metrics, such as CSAT, response time, and QA scores * Helping build out our knowledge infrastructure, including training, Knowledge Base, and Zendesk materials * Assisting agents working in their LOBs, providing help with advanced issues and answering subject-specific questions * Working cross-functionally as needed with other departments at Wine.com * 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