Customer Support Team Lead, Email Operations

About UsHyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The RoleThe Customer Support Team Lead for Email Operations owns the performance of the email support team during the afternoon shift. This is a hands-on leadership role that combines real-time operational management with coaching, quality oversight, and escalation handling. You are not just supervising a queue; you are building the standards, the habits, and the skills that make every email the team sends a reflection of the brand promise. You will manage a team of email support representatives, ensure SLA compliance across response time and resolution metrics, review a daily sample of responses for tone, accuracy, and policy compliance, and handle the escalated cases that require experience and judgment to resolve. You coordinate shift handoffs with the morning lead to ensure continuity, flag recurring customer issues to QA and product teams, and report daily performance to the Head of CX. The CX operation at Hyprwork is scaling fast, and the Team Lead is the person who makes that scaling possible without sacrificing quality. Every email the team sends either builds or erodes trust with customers who chose to spend their money with us. You own the standard.

What You Will Own Team Performance and Coaching Supervising and guiding email support representatives throughout the afternoon shift. Monitoring the team queue in real time to ensure ticket response and resolution SLAs are met. Coaching agents on communication quality, empathy, product knowledge, and the application of Hyprwork's refund, return, and cancellation policies. Identifying underperforming agents early and building targeted improvement plans before small gaps become patterns. Assisting in onboarding and training new email support hires.

Quality and Compliance Reviewing and QA-scoring a daily sample of email responses for tone, accuracy, policy compliance, and brand voice consistency. Enforcing the 90-day money-back guarantee policy and all related refund, return, and cancellation procedures consistently across the team. Handling escalated customer complaints and working toward first-contact resolution. Coordinating with the QA Specialist to align coaching priorities with audit findings.

Reporting and Cross-Functional Communication Reporting daily KPIs (response time, CSAT, resolution rate, QA scores) to the Head of CX. Coordinating shift handoffs with the morning lead to ensure continuity on open cases, pending escalations, and queue status. Flagging recurring customer issues and complaint patterns to the QA and product teams for upstream resolution. Surfacing operational insights that inform policy, process, or product improvements.