Customer Service Team Lead – E-commerce

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

📋 Description

• Lead a team of Customer Service Specialists, taking responsibility for monthly team performance and the personal development of each direct report.

• Manage the team's operational routines, which encompass team meetings, one-on-one sessions, training, and performance evaluations.

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

• Act as the senior subject-matter expert in the team's customer service operations and serve as the escalation point for intricate or sensitive cases.

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

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

• Onboard new specialists and facilitate ongoing training to build a robust skillset across all customer service processes.

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

• Assess performance discrepancies, implement corrective measures, and provide clear updates to the Manager regarding status, 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 ability to nurture talent — has successfully promoted, coached, or developed leaders from within the team.

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

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

• Proficient in creating SOPs, training materials, and process documentation that withstand changes.

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

• Organized, systematic, 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.

• In alignment with the company's core 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 an essential team member, you'll have the opportunity to shape your role and advance with us.

• Innovative Culture: Become part of a team that is dedicated to harnessing data to tackle challenges and drive success in a fast-changing market.