Customer Service Team Lead – E-commerce

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

📋 Description

• Lead a team of Customer Service Specialists, taking ownership of month-over-month team performance and fostering the individual development of each direct report.

• 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 results, highlighting trends, risks, and opportunities to the Manager.

• Act as the senior subject-matter expert in the team's customer service functions and serve as the escalation point for complex or sensitive matters.

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

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

• Facilitate the onboarding of new specialists and conduct ongoing training to enhance capabilities across all customer service workflows.

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

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

⛳️ Requirements

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

• Proven track record of developing talent — has successfully promoted, coached, or nurtured leaders from within the 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 are resilient to change.

• Exceptional written English skills and the ability to communicate clearly and effectively with both team members and senior stakeholders.

• Well-organized, methodical, and composed under pressure; capable of prioritizing 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 worldwide, and we prioritize work-life balance.

• Growth Opportunities: As an essential contributor, you will have the opportunity to shape your role and advance with us.

• Innovative Culture: Become part of a team that is enthusiastic about utilizing data to tackle challenges and achieve success in a swiftly changing market.