Customer Experience Team Lead (Talent Pooling)

Leading an E-Commerce Customer Experience team, focusing on strategy, quality, and team development in a fast-paced e-commerce environment.

Location: Remote (US)

Salary: 57,000 PHP - 63,000 PHP Monthly

Responsibilities

• Oversee team performance, ensuring KPAs/SLAs are met.
• Audit tickets for quality, compliance, and customer satisfaction.
• Analyze performance data and identify areas for optimization.
• Lead SOP development, improvements, and workflow creation.
• Manage escalations and high-risk cases with strategic urgency.
• Provide coaching, mentorship, and regular feedback to agents.
• Communicate directly with clients, sharing updates and handling escalations.
• Conduct team training sessions and support continuous development.
• Fire-fight daily operational challenges, providing quick and effective solutions to unexpected issues.
• Provide daily, weekly, and monthly performance reports.
• Conduct Weekly Business Reviews (WBRs) to discuss team performance, challenges, and alignment with client objectives.

Requirements

• Minimum 3 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues.
• At least 2 years of experience leading an e-commerce customer service team or account.
• Fluent English with an American accent and excellent grammar.
• Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes.
• Hands-on experience handling sensitive, high-risk customer cases such as legal threats and social media escalations.
• Proven ability to maintain high-quality work even during periods of high ticket volume and multiple urgent issues.
• Strong prioritization and decision-making skills.
• Experience managing friendly fraud, credit card chargebacks, and dispute resolution.
• Familiarity with third-party carrier processes, shipment tracking, and resolving shipping-related issues.
• Hands-on experience with CX platforms like Shopify, Gorgias, Zendesk, Kustomer, Freshdesk.
• Hands-on experience with Fulfillment Apps like Amaze, Loop Returns, Returnly, Klaviyo, or similar.

Benefits

• High-speed internet required — minimum 20 Mbps or fiber connection.
• Genuine, supported business laptop with hardware security and full-disk encryption.
• Noise-canceling headset.
• Power and internet backup required.

Additional Information

• The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.