CUSTOMER SERVICE LEAD

Stream Nation PH, Inc.; San Rafael; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading company in the eCommerce space is seeking a Customer Service Lead to enhance customer experience across platforms like Shopify and Lazada. The successful candidate will oversee daily operations, manage inquiries, and ensure smooth service delivery while leading a team to achieve performance standards. Ideal applicants should have strong communication skills, analytical mindset, and prior experience in a similar role.

Qualifications

• Experience in customer service, ideally in eCommerce or marketplace settings.
• Strong familiarity with Shopify, Shopee, Lazada, TikTok Shop.
• Ability to handle high-pressure situations and multitask effectively.

Responsibilities

• Lead and mentor the customer service team to meet performance KPIs.
• Monitor and respond to customer inquiries across all channels.
• Take ownership of incident reports involving lost items and disputes.

Skills

Communication

Conflict Resolution

Analytical Thinking

Customer Service

Leadership

Education

Any 4-year course

Tools

Shopify

Shopee

Lazada

TikTok Shop

Job description

Customer Service Leads play a critical role in shaping the overall customer experience, acting as the bridge between the support team and the management. In the eCommerce landscape, this role is especially crucial in ensuring smooth, responsive, and brand-aligned service across platforms such as Shopify, Shopee, Lazada, and TikTok Shop.

They are responsible for overseeing daily customer service operations, ensuring that every customer interaction is handled with professionalism, empathy, and efficiency. From managing inquiries to resolving delivery issues, the Customer Service Lead ensures that customers receive timely support and that all concerns are escalated and resolved promptly.

This role’s primary responsibility is to guarantee a seamless customer journey, from order confirmation to successful and on-time delivery—and to take swift, strategic action when issues arise, such as lost parcels, delayed shipments, or platform violations. They also coordinate with internal departments (e.g., warehouse, fulfillment, and brand teams) and act on behalf of the company in filing platform appeals, return requests, or dispute resolutions.

RESPONSIBILITIES

· Lead and mentor the customer service team to meet daily performance KPIs and service standards.

· Monitor and respond to customer inquiries and complaints across all channels (Shopify, Shopee, Lazada, TikTok, email, social media, etc.).

· Ensure timely and accurate order fulfillment and delivery follow-ups, identifying and resolving delivery delays or logistics issues.

· Take ownership of incident reports involving lost items, damaged parcels, and customer disputes, coordinating with platforms and courier partners for resolution.

· Draft and submit appeals or claims to eCommerce platforms in case of violations, late shipments, or penalized transactions, ensuring brand protection.

· Regularly review CS performance metrics (response time, resolution time, customer satisfaction) and implement improvements.

· Collaborate with operations, logistics, and marketing teams to align on promotions, campaigns, and peak season preparations.

· Escalate product, fulfillment, or platform concerns to management with clear action plans and customer impact assessments.

· Maintain an up-to-date knowledge of platform-specific policies and changes to ensure compliance and optimized customer support.

QUALIFICATION

· Any 4-year course

· Proven experience in customer service, ideally in an eCommerce or marketplace setting.

· Strong familiarity with Shopify, Shopee, Lazada, TikTok Shop, and their backend tools.

· Excellent communication and conflict-resolution skills.

· Analytical mindset with strong attention to detail and process improvement.

· Ability to handle high-pressure situations and multitask effectively.

· Leadership experience or team management background is preferred.