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

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Customer Service Lead - Remote