Remote Customer Support Lead (E‑Commerce)

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

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