Remote E-commerce Support Lead

Placements24; Soweto; Híbrido; ZAR 600 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

Career growth

Competitive salary

Resumo da oferta

Placements24 is seeking a Remote E-commerce Customer Service Lead to build and manage their customer support function for a growing online retailer. You will lead a remote team, set service standards, and develop strategies that deliver a consistently positive customer experience across digital touchpoints.

You will implement policies, monitor metrics, resolve complex issues, collaborate with operations and marketing, and create self-service knowledge bases.

Qualificações

• Proven experience managing customer service in ecommerce.
• Experience leading remote teams and building a support function.
• Strong verbal and written communication; conflict resolution.
• Ability to analyze service data and drive improvements.
• Experience creating training materials and remote training.

Responsabilidades

• Develop and refine customer service policies for the ecommerce platform.
• Lead, train, and manage a remote CS team.
• Monitor performance metrics and implement improvements.
• Handle escalated complaints professionally.
• Ensure timely responses across email, chat, social channels.
• Collaborate with operations and marketing to improve journeys.
• Develop knowledge base articles and FAQs.
• Identify opportunities to enhance customer experience and loyalty.
• Manage CS software and tools.
• Stay updated on CS and ecommerce best practices.

Conhecimentos

Remote team leadership

Customer service management

E-commerce support

Communication skills

Conflict resolution

Data analysis

CRM software

Zendesk

Intercom

Training material development

Ferramentas

Zendesk

Intercom

CRM systems

Descrição da oferta de emprego

Placements24 is seeking a Remote E-commerce Customer Service Lead to build and manage their customer support function for a growing online retailer. You will lead a remote team, set service standards, and develop strategies that deliver a consistently positive customer experience across digital touchpoints.

You will implement policies, monitor metrics, resolve complex issues, collaborate with operations and marketing, and create self-service knowledge bases.