Customer Support Team Lead

About the role

Eyr Holistic is looking for a Customer Support Team Lead to guide a high-performing, international support team and protect the customer experience. The role combines hands-on supervision of daily workflows with data-driven management of key metrics, in a remote-first setting.

Key responsibilities

• Lead and mentor a diverse, international support team, fostering a culture of empathy and continuous improvement.
• Monitor and analyse key metrics and KPIs such as CSAT, FRT and resolution rate to maintain high service standards.
• Supervise daily workflows across email, chat and social media so the team reaches its goals efficiently.
• Identify recurring trends and pain points and give actionable feedback to internal teams to improve the customer journey.
• Act as escalation point for complex customer issues, resolving them with care and professional judgment.
• Work with leadership to refine support processes and implement tools that scale with growth.

Required profile

• Experience leading or supervising customer support teams, ideally in a remote, e-commerce or wellness environment.
• Comfortable managing multicultural teams across different time zones.
• Excellent command of English, written and spoken, with a talent for coaching others.
• Proactive, problem-solving attitude suited to a fast-paced, remote-first setting.

Required skills

• Strong ability to interpret metrics and KPIs to drive team performance.
• Leadership and coaching of support teams.

What we offer

• A remote-first culture that supports a good work-life balance.
• A fast-growing, mission-driven team that values initiative, creativity and professional growth.
• The chance to lead a global effort in spreading wellness and mindfulness.