Customer Service Team Lead – E-commerce

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

📋 Description

• Oversee a team of Customer Service Specialists, taking responsibility for both monthly team performance and the personal development of each team member.

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

• Track team KPIs and provide regular updates on results, 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 intricate or sensitive cases.

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

• Maintain effective task management and reporting practices within the team, ensuring all work is tracked, prioritized, and visible to stakeholders.

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

• 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

• Minimum of 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 a team.

• Strong understanding of marketplace customer service processes (Amazon or similar platforms), including buyer communication, 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 skills and the ability to communicate clearly and structuredly with both team members and senior stakeholders.

• Organized, systematic, and composed under pressure; capable of prioritizing multiple demands without losing focus.

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

• Aligns with the company's core operating principles: Try Harder, and Slow is Smooth, Smooth is Fast.

🏝️ Benefits

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

• Growth Opportunities: As a vital contributor, you'll have the opportunity to shape your role and advance with the company.

• Innovative Culture: Be a part of a team that is dedicated to using data to tackle challenges and achieve success in a fast-changing market.

• *As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.*