Customer Service Lead - Retail E-commerce

Placements24; Gqeberha; Hybrid; ZAR 500,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement planning

Paid time off

Professional development

Remote work environment

Growth opportunities

Job summary

Placements24 is seeking a Customer Service Lead to manage our remote e-commerce support team. You will guide daily operations, ensuring timely, high-quality responses to online shoppers across channels and driving initiatives to boost satisfaction and loyalty.

Ideal candidates bring proven leadership, strong communication, and a passion for delivering outstanding customer experiences in a remote-first environment. You will shape our brand voice and continuously improve service delivery.

Qualifications

• Experience leading a remote customer service team.
• Strong understanding of e-commerce customer service best practices.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead and mentor a team of remote customer service representatives.
• Oversee daily operations of customer service via phone, email, and chat.
• Develop and implement customer service policies and procedures.
• Monitor metrics and drive improvements.
• Handle escalations and retention strategies.
• Collaborate with Sales, Marketing, and Logistics to improve the customer journey.

Skills

Leadership

Remote team management

E-commerce customer service

Communication

Problem-solving

Data analysis

Tools

CRM platforms

Ticketing systems

Job description

About the Role

Our client, a forward-thinking retail company, is looking for an exceptional Customer Service Lead to manage their e-commerce customer support operations. This is a fully remote position, allowing you to contribute your expertise from anywhere. You will be responsible for leading a team of customer service representatives, ensuring the delivery of outstanding support to online shoppers, and driving initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership skills, a deep understanding of e-commerce customer service best practices, and a passion for creating positive customer experiences. Your role will be critical in shaping the voice of our client's brand online, resolving issues efficiently, and identifying opportunities for service improvement. This remote-first role requires excellent communication and organizational skills to effectively manage a distributed team and uphold high service standards.

Key Responsibilities

• Lead and mentor a team of remote customer service representatives, providing guidance, training, and performance feedback.


• Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries via phone, email, and chat.


• Develop and implement customer service policies and procedures to ensure consistency and quality.


• Monitor customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.


• Handle complex customer escalations and provide solutions that ensure customer retention.


• Collaborate with other departments (e.g., sales, marketing, logistics) to address customer issues and improve the overall customer journey.


• Analyze customer feedback and data to identify trends and recommend service improvements.


• Ensure the team is knowledgeable about products, services, and company policies.


• Drive initiatives to enhance customer experience and build long-term customer loyalty.


• Maintain up-to-date knowledge of e-commerce trends and customer service technologies.

Requirements

• Proven experience in a customer service leadership role, preferably within an e-commerce environment.


• Demonstrated ability to lead, motivate, and manage a remote team effectively.


• Strong understanding of customer service principles and best practices for online retail.


• Excellent communication, interpersonal, and problem-solving skills.


• Proficiency in customer service software, ticketing systems, and CRM platforms.


• Ability to analyze customer data and generate actionable insights.


• Experience in developing and implementing customer service strategies.


• High degree of organization and ability to manage multiple priorities in a fast-paced environment.


• A commitment to delivering exceptional customer experiences.


• Adaptability and a positive attitude towards remote work.

Benefits

• Competitive salary and potential for performance-based bonuses.


• Comprehensive health insurance and retirement planning options.


• Generous paid time off and annual leave.


• Professional development opportunities and training programs.


• The flexibility of a fully remote work environment.


• Be part of a growing and customer-centric organization.


• Opportunities to innovate and shape the future of customer service.