Assistant Director - Customer Support, Compliance & Excellence

iGATE Technology; Pakistan; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading tech firm in Pakistan is seeking an Assistant Director – Customer Support, Compliance & Excellence. You will oversee customer support operations, ensure compliance with e-commerce regulations, and lead a global team to enhance service quality. The ideal candidate has proven experience in customer support and compliance within a global e-commerce business, along with strong knowledge of platforms like Shopify and Amazon. Enjoy a competitive salary and numerous benefits, including medical insurance and paid time off.

Benefits

Fuel Allowance

Medical Insurance

Free Lunch Facility

Gym Membership

Participatory Fund

Market Competitive Salary

Learning Opportunities

Paid Time off

Group Life Insurance

Gratuity

Maternity Leaves

Qualifications

• Proven experience in customer support and compliance management within global e-commerce.
• Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.
• Experience managing large customer support teams.

Responsibilities

• Oversee and optimize customer support operations across e-commerce platforms.
• Ensure support teams meet service-level agreements and key performance indicators.
• Monitor customer feedback to improve response times and efficiency.

Skills

Customer support management

Compliance knowledge

E-commerce regulations

Team leadership

Fluency in English

Education

Bachelor’s or Master’s degree in Business, Law, Marketing or related field

Tools

Shopify

Amazon

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 and CRM platform knowledge, 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 concerning 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 KPI’s and SLA. 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.

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

Qualifications

• 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.