Customer Service Lead

Overview

Take full ownership of customer service as the company grows. Manage customer service agents while resolving around 20% of daily tickets. Audit service channels proactively, catching errors before escalation. Ensure quality, speed, and tone of customer interactions. Respond to sensitive issues with direct phone calls. Manage Trustpilot score and generate reviews. Utilize live chat as a sales channel to assist customers. Handle complex issues involving logistics and partner communications. Manage relationships with key retail partners and oversee returns process.

Responsibilities

• Take full ownership of customer service as the company grows
• Manage customer service agents while resolving around 20% of daily tickets
• Audit service channels proactively, catching errors before escalation
• Ensure quality, speed, and tone of customer interactions
• Respond to sensitive issues with direct phone calls
• Manage Trustpilot score and generate reviews
• Utilize live chat as a sales channel to assist customers
• Handle complex issues involving logistics and partner communications
• Manage relationships with key retail partners and oversee returns process

Qualifications

• 2+ years in customer support or e-commerce operations
• Strong verbal communication skills; comfortable handling escalations by phone
• Experience with Gorgias or similar helpdesk software
• Proficiency in Shopify (highly desirable)
• Experience with couriers, 3PLs, or freight forwarders

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