Assistant Director - Customer Support, Compliance & Excellence

iGate; Islamabad; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

An established industry player is seeking an Assistant Director for Customer Support, Compliance & Excellence. This pivotal role focuses on driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across various e-commerce platforms like Shopify and Amazon. The ideal candidate will lead initiatives to improve service quality and collaborate with cross-functional teams to maintain compliance and optimize customer support processes. Join a dynamic environment that values innovation and offers a competitive salary along with numerous benefits, including medical insurance and a participatory fund.

Benefits

Fuel Allowance

Medical Insurance

Free Lunch Facility

GYM Passport

Participatory Fund

Market Competitive Salary

Learning & Challenging Work Environment

Amazing Work Culture

Paid Time off

Group Life Insurance

Qualifications

• Proven experience in customer support and compliance management within e-commerce.
• Strong knowledge of Shopify, Amazon, and compliance requirements.

Responsibilities

• Oversee customer support operations across multiple e-commerce platforms.
• Ensure compliance with e-commerce regulations and platform policies.

Skills

Customer Support Management

Compliance Management

CRM Platforms

E-commerce Operations

Data Protection Laws

Regulatory Compliance

Team Management

Analytical Skills

Training Development

Process Automation

Education

Bachelor’s degree in Business

Master’s degree in Business

Degree in Law

Degree in Marketing

Tools

Shopify

Amazon

CRM Software

Job description

RDX Sports is a globally recognized brand with over two decades of market presence. We are looking for an Assistant Director – Customer Support, Compliance & Excellence Department to join our global team. This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms, including Shopify, Amazon, and other online retail channels.

Reporting to the Vice President, the selected candidate will work closely with cross-functional teams to maintain compliance, improve customer support processes, and lead initiatives that enhance service quality across our global operations.

Key Responsibilities:

Customer Support Management:

• Oversee and optimize customer support operations across Shopify, Amazon, and other online retail platforms.
• Develop and implement scalable customer support strategies to enhance user experience and retention.
• Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines.
• Monitor and analyze customer feedback and implement support solutions to improve response times and efficiency.
• Collaborate with supply chain and product teams to ensure customer concerns are addressed.
• In-depth knowledge and experience of CRM platforms.
• Knowledge of e-commerce platform operations and deep understanding of orders, returns, refunds, and escalations.

Compliance & Excellence Management:

• Ensure full compliance with e-commerce regulations, platform policies (Amazon, Shopify, etc.), data protection laws, and consumer rights.
• Develop, implement, and maintain a compliance framework to prevent violations and manage risk.
• Conduct internal audits, reviews, and investigations to identify compliance gaps.
• Work with concerned teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces.
• Oversee dispute resolution and compliance-related issues on e-commerce platforms, ensuring adherence to policies and avoiding account suspensions or penalties.
• In-depth knowledge of e-commerce platforms’ KPIs and SLAs.
• Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels.
• Develop training programs to ensure support agents have deep knowledge of Amazon, Shopify, and other marketplace requirements.

• Collaborate with supply chain and operations teams to streamline customer support and compliance processes.
• Drive innovation and process automation to improve response time and efficiency in customer interactions.

Minimum Requirements:

• Bachelor’s or Master’s degree in Business, Law, Marketing, or a related field.
• Proven experience in customer support and compliance management within a global e-commerce business.
• Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.
• Experience in managing large, global customer support teams.
• In-depth understanding of e-commerce compliance requirements, platform policies, and international regulations.
• Fluency in oral and written English is a must.

Benefits:

• Fuel Allowance
• Medical Insurance
• Free Lunch Facility (In-house)
• GYM Passport (Panel Gym's Free of Cost)
• Participatory Fund
• Market Competitive Salary
• Learning & Challenging Work Environment
• Amazing Work Culture
• Paid Time off
• Group Life Insurance
• Gratuity
• Maternity Leaves and many more