Pay: $22.00/hour
Schedule: Tuesday–Saturday, 8:30 a.m. – 5:00 p.m. CT
About Wine.com
Wine.com is the nation’s leading online wine retailer, dedicated to helping people discover and enjoy wine. Our customer service team is at the heart of the experience—ensuring every interaction reflects our passion for great wine, great service, and meaningful connections.
We’re hiring a Customer Service Lead to provide frontline leadership and subject-matter expertise for our customer service operations. In this role, you’ll coach agents, resolve escalations, and oversee specialized areas of support that directly impact the customer experience.
Responsibilities
- Lead day-to-day operations of the customer service team
- Coach agents on development opportunities
- Maintain a positive, professional presence while guiding teams through change
- Track support queues and staffing to meet response time goals
- Resolve customer escalations requiring advanced attention
- Answer agent questions in Teams quickly and effectively
- Flag and track product/technical issues to internal teams
- Communicate product and operational updates to agents
- Own 1–2 specialized support areas (“Lines of Business”)
- Track and improve metrics (CSAT, response times, QA scores)
- Build knowledge infrastructure (training, Zendesk content, knowledge base)
- Provide advanced support and coaching in subject-specific areas
- Collaborate cross-functionally with other departments
- Partner with workforce management to ensure staffing for your area
Requirements
- Proven record of strong performance at Wine.com (high reviews, CSAT, productivity metrics)
- Ability to quickly learn new areas of support and deliver at a high level
- Proactive, solution-oriented mindset
- Skilled at coaching agents on both basic and advanced tasks
- Strong multi-tasking and adaptability under shifting priorities
- Excellent written and verbal communication skills
- Strong interpersonal and relationship-building skills
Location
This is a remote role, but applicants must reside in one of the following states:
- Florida (FL)
- New York (NY)
- New Jersey (NJ)
- North Carolina (NC)
- Ohio (OH)
- Texas (TX)
- Massachusetts (MA)
Join Wine.com and help us elevate the customer journey—one great interaction at a time.
Happy Hunting,
~Two Chicks…