CS Team Lead

About Nysonian

Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our Fast-growing Portfolio Includes

• NOBL Travel — redefining modern travel with design, durability, and performance.
• FLO Pilates — bringing Pilates into homes and wardro bes globally.
  
  

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we’re shaping the brands that will define the next decade.

Core Values: Winners’ Mindset | Speed with Purpose | Passion for Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About The Role

The Team Lead is fully accountable for the overall performance and operational management of their team during each shift. This includes overseeing agent productivity, maintaining floor discipline, ensuring ticket quality, monitoring SOP compliance, and managing escalations effectively. The role goes beyond that of a senior agent, requiring strong leadership, decision-making, and people management capabilities. The ideal candidate must be able to coach agents in real time, analyze operational data, identify performance gaps quickly, and take proactive action without requiring constant direction.

What You Will Do

• Manage day-to-day floor operations for a team of 8 to 10 email support agents during the shift.
• Monitor agent availability, performance, and ticket queues in real time through Nysonik.
• Conduct daily check-ins with agents and weekly coaching sessions for anyone who needs it.
• Own team KPIs including daily ticket volume, CSAT, retention rate, QA score, and ticket reopen rate.
• Spot-check tickets for quality and resolution accuracy minimum 3 to 5 per agent per shift.
• Enforce SOP compliance across the team. Tickets should only be closed when fully resolved.
• Escalate high-risk cases, chargeback signals, and unresolved issues to the CS Manager before they compound.
• Submit daily and weekly performance reports with clear context on what happened and what was done about it.
• Support onboarding of new agents and help them reach full productivity within the ramp period.
• Maintain team morale and a professional floor environment throughout the shift.
  
  

Who You Are

• 3 to 5 years of experience in a customer support leadership role Team Lead, Senior Agent, or equivalent.
• Proven track record of managing a team and delivering consistent KPI performance.
• Strong written English you will be coaching agents on communication and you need to model it.
• Experience with email support in a high-volume environment, ideally e-commerce or DTC.
• Comfortable working with data reading reports, identifying trends, and acting on them.
• Familiarity with ticketing or CRM tools such as Zendesk, Freshdesk, Gorgias, or similar.
• Someone who takes ownership. If a problem happens on your shift, you own the response.
• Able to give direct feedback to agents without making it personal.
  
  

Why You’ll Love Working At Nysonian

• Competitive base salary.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.
  
  

Our Commitment

Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.