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Customer Service Team Lead (E-commerce)

3 hours, 11 minutes ago
North Macedonia, Serbia, Croatia, Poland, Romania
Full-time
Lead
Customer Support
Customer and Technical Support
Asana E-commerce
Apply Now
lago

lago

lago connects talented individuals from emerging markets with high-quality remote job opportunities, facilitating professional growth and increased earnings for both workers and agencies.

Professional Services
View All Jobs 41

Description

  • Lead a team of Customer Service Specialists and own team output and individual growth.
  • Run team meetings, one-on-ones, training sessions, and performance reviews.
  • Monitor KPIs, analyze results, and report trends, risks, and opportunities to the Manager.
  • Serve as the senior subject-matter expert and escalation point for complex or sensitive customer cases.
  • Design, document, and continuously improve SOPs, templates, and tools for repeatable, audit-ready work.
  • Maintain strong task management and reporting hygiene so work is tracked, prioritized, and visible.
  • Onboard new specialists and provide ongoing training across customer service workflows.
  • Partner with Catalog teams and Account Managers to resolve cross-functional issues and align on client priorities.
  • Investigate performance gaps, take corrective action, and communicate status, blockers, and next steps to the Manager.

Requirements

  • 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or remote environment.
  • Proven ability to develop people, including promoting, coaching, or building leaders from within a team.
  • Strong working knowledge of marketplace customer service workflows, including Amazon or comparable platforms, buyer messaging, reviews, feedback, and brand-protection escalations.
  • Experience owning team metrics and using data to diagnose problems and drive decisions.
  • Skill in writing SOPs, training materials, and process documentation that remain effective through change.
  • Excellent written English and clear, structured communication with team members and senior stakeholders.
  • Highly organized, methodical, and calm under pressure, with the ability to prioritize competing demands.
  • Proficiency with task and knowledge management tools such as Asana, and ability to learn new systems quickly.
  • Alignment with the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast.

Benefits

  • Remote work from anywhere with a global team and emphasis on work-life balance.
  • Growth opportunities to shape the role and grow with the company.
  • Opportunity to work in an innovative, data-driven culture.
  • Salary of $15-$20 per hour.
  • Monday-Friday schedule, 9:00 AM to 5:00 PM PST.

Interested in this position?

Apply directly on the company website

Apply Now

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