Team Captain, Customer Service (Evening/Night Shift)

• Serve as a subject matter expert, providing real-time support so we can deliver best-in-class service across your assigned team, other CS teams including inbox and channel expertise.
• Coach and support our team members to strengthen performance, confidence, and consistency-team member success is your success.
• Gather insights through feedback sessions and share ideas that help us improve how we work and how we serve.
• Be available to our team through Slack, email, Zoom, and other approved channels as the first point of contact for process and customer questions.
• Provide regular performance updates throughout the day, helping our team stay aligned to daily goals and service levels.
• Facilitate huddles and team meetings that keep us connected, informed, and energized.
• Step in on customer contacts and complex/escalated situations as assigned, modeling calm, clarity, and customer-first decision making.
• Manage Team Leader/Team Captain threshold and exception tasks with clear ownership and timelines, ensuring we deliver on commitments.
• Partner with leaders to support our team in achieving productivity, quality goals, and CSAT expectations.
• Monitor operational tools and exception workflows so we catch issues early and protect the customer experience.
• Participate in QA calibrations to ensure we stay aligned and confident in our standards.
• Build a culture of recognition-calling out great work in real time and reinforcing what “excellent” looks like.
• Review customer satisfaction feedback and help ensure we close the loop with customers and coaching.
• Contribute ideas that improve our processes across CS and the broader business, including UAT and system/tool feedback as assigned.
• Roll out and reinforce new job aids and process updates, leading discussions when changes occur as needed.
• Support onboarding and training for new hires so we bring new team members up with confidence and consistency.
• Help manage real-time inbox and live performance metrics to support adherence and coverage.
• Work executive escalations when needed.
• Jump in on other duties as needed-we play to win.

• Minimum of 3 years of experience in customer service, with success in multi-channel environments (email, chat, phone).
• Minimum of 1 year of demonstrated experience acting as a senior team member, mentor, or informal leader within a support environment.
• Strong working knowledge of customer support processes, with the ability to handle complex or escalated cases.
• Excellent written and verbal communication skills, with a professional and customer-first approach.
• Comfortable supporting and guiding peers, sharing feedback constructively, and helping drive team performance.
• High emotional intelligence - empathetic, adaptable, and calm in high-pressure situations.
• Strong organizational skills with the ability to manage time effectively and balance individual and team responsibilities.
• Ability to take initiative, solve problems proactively, and support day-to-day team operations.
• Positive, collaborative team player who leads by example and promotes a culture of accountability and service excellence.

• Experience in e-commerce, marketplace, or tech-enabled customer support
• Exposure to coaching, mentoring, or informal leadership responsibilities
• Experience working in or with global teams or customers

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