Customer Happiness Team Leader

Lead customer support through coaching and AI workflow improvements at Cozey, guiding ambassadors across scheduled 24/7 shifts.

As Team Leader, Customer Happiness, you will guide daily performance and help ambassadors grow. You will monitor service levels, maintain procedures, and improve operations through AI. The position reports to Tess Levy, Operations Manager, Customer Happiness, and supports fast, accurate customer service.

• Monitor queues, service levels, and staffing throughout shifts
• Adjust schedules as demand changes and ensure clear handovers
• Coach ambassadors using feedback, practice, and growth-focused guidance
• Resolve difficult situations and rebuild trust after service failures
• Build AI workflows and measure their operational results

• Two to three years of customer support experience
• Coaching, training, or mentoring experience improving colleagues' performance
• Experience recovering service for dissatisfied customers
• AI workflow or automation experience beyond basic prompting
• Flexibility for scheduled days, evenings, nights, weekends, and holidays

Bring customer support leadership, service recovery, coaching, and practical AI workflow skills to Cozey's 24/7 operation.