Customer Service Team Lead – E-commerce

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Lead a team of Customer Service Specialists, taking responsibility for the month-over-month output and the individual development of each team member.

• Manage the team's operational rhythm, which includes conducting team meetings, one-on-ones, training sessions, and performance evaluations.

• Track team KPIs and provide regular reports on outcomes, highlighting trends, risks, and opportunities to the Manager.

• Act as the senior subject-matter expert for the team's customer service operations, serving as the escalation point for complex or sensitive issues.

• Create, document, and continuously enhance the SOPs, templates, and tools utilized by the team, ensuring processes are repeatable and ready for audits.

• Maintain task management and reporting standards across the team, ensuring that work is tracked, prioritized, and visible to stakeholders.

• Onboard new specialists and conduct ongoing training to enhance capabilities across all customer service workflows.

• Collaborate with adjacent Catalog teams (Listing, Case Management, Reimbursements) and Account Managers to address cross-functional challenges and align on client priorities.

• Identify performance gaps, implement corrective measures, and communicate effectively with the Manager regarding status, obstacles, and next steps.

⛳️ Requirements

• A minimum of 3 years of experience in leading a customer service, e-commerce operations, or back-office team, preferably in a multicultural or remote setting.

• Proven ability to develop personnel — has successfully promoted, coached, or nurtured leaders from within a team.

• Strong understanding of marketplace customer service workflows (Amazon and/or similar platforms), including buyer messaging, reviews, feedback, and brand-protection escalations.

• Comfortable taking ownership of team metrics and utilizing data to identify issues and inform decisions.

• Proficient in creating SOPs, training materials, and process documentation that remain effective amidst change.

• Exceptional written English with clear, structured communication skills for both team members and senior stakeholders.

• Highly organized, methodical, and composed under pressure; able to prioritize competing demands without losing focus.

• Experienced with task and knowledge management tools (e.g., Asana) and quick to adapt to new systems.

• Committed to the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast.

🏝️ Benefits

• Remote Work: Enjoy the flexibility of working from anywhere—our team is global, and we prioritize work-life balance.

• Growth Opportunities: As a vital member of our team, you will have the opportunity to shape your role and grow alongside us.

• Innovative Culture: Become part of a team that is dedicated to using data to tackle challenges and achieve success in a swiftly evolving market.