Customer Support Lead - E-commerce & Digital Platforms

Placements24; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Generous PTO and holidays

Remote work environment

Professional growth and leadership dev

Employee discounts

Job summary

Placements24 is seeking a Customer Support Lead to head a remote team within a rapidly growing e-commerce environment. You will train, mentor, and manage performance while prioritizing exceptional customer experiences across all digital touchpoints.

This leadership role focuses on developing best practices, metrics, and scalable processes for a distributed support operation. The ideal candidate has 4+ years in customer support with at least 2 years in leadership, strong e-commerce knowledge, and

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 4+ years in customer support, with 2+ years in a leadership/supervisory role.
• Experience in an e-commerce/digital platform environment.
• Strong understanding of CSAT and NPS metrics.
• Proven leadership, communication and interpersonal skills.
• Experience with CRM and helpdesk tools.

Responsibilities

• Lead, train, and manage a remote team of customer support representatives.
• Develop and implement customer service strategies for e-commerce operations.
• Monitor team performance, set KPIs, and conduct performance reviews.
• Handle escalated inquiries and complex issues with timely resolutions.
• Analyze feedback and metrics to identify trends and improvements.
• Create and maintain support materials and knowledge base articles.
• Collaborate with marketing, sales, and product to ensure a consistent customer experience.
• Foster a positive, customer-centric remote team culture.

Skills

Leadership

Customer service

Remote team management

CSAT/NPS metrics

CRM proficiency

Education

Bachelor's degree in Business Administration

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client, a rapidly expanding e-commerce enterprise, is seeking an experienced and motivated Customer Support Lead to spearhead their remote customer service operations. This leadership role is pivotal in guiding a team of support agents, developing best practices, and ensuring the highest level of customer satisfaction across all digital touchpoints. You will be responsible for training, mentoring, and performance management of the support team, while also acting as a point of escalation for complex customer issues. The ideal candidate is a seasoned customer service professional with proven leadership skills, a deep understanding of e-commerce dynamics, and a passion for creating exceptional customer experiences from a remote setting. Join us to shape the future of customer support in a thriving online environment.

Key Responsibilities

• Lead, train, and manage a remote team of customer support representatives.
• Develop and implement customer service strategies and best practices for e-commerce operations.
• Monitor team performance, set KPIs, and conduct regular performance reviews.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Create and maintain support documentation, training materials, and knowledge base articles.
• Collaborate with other departments (marketing, sales, product) to ensure a consistent customer experience.
• Foster a positive and productive team environment, promoting a customer-centric culture.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience in an e-commerce or digital platform environment.
• Strong understanding of customer service principles and metrics (CSAT, NPS).
• Excellent leadership, communication, and interpersonal skills.
• Experience with CRM, helpdesk software, and other customer support tools.
• Ability to motivate and develop a remote team.
• Strong problem-solving and analytical capabilities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance benefits.
• Generous paid time off and company holidays.
• Opportunities for professional growth and leadership development.
• Employee discounts on a wide range of e-commerce products.
• A dynamic and fully remote work environment with cutting-edge tools.