Assistant Director

4 days ago

Islamabad, Islamabad, Pakistan iGate Technologies Full time

RDX Sports is a globally recognized brand with over two decades of market presence. We are looking for an Assistant Director – Customer Support, Compliance & Excellence Department to join our global team. This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms, including Shopify, Amazon, and other online retail channels.

Reporting to the Vice President, the selected candidate will work closely with cross-functional teams to maintain compliance, improve customer support processes, and lead initiatives that enhance service quality across our global operations.

Key Responsibilities:

Customer Support Management:

  • Oversee and optimize customer support operations across Shopify, Amazon, and other online retail platforms.
  • Develop and implement scalable customer support strategies to enhance user experience and retention.
  • Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines.
  • Monitor and analyze customer feedback and implement support solutions to improve response times and efficiency.
  • Collaborate with supply chain and product teams to ensure customer concerns
  • In-depth know how and experience of CRM platforms
  • Knowledge of e-commerce platform operations and deep understanding of orders, returns, refund and escalations.

Compliance & Excellence Management:

  • Ensure full compliance with e-commerce regulations, platform policies (Amazon, Shopify, etc.), data protection laws and consumer rights.
  • Develop, implement, and maintain a compliance framework to prevent violations and manage risk.
  • Conduct internal audits, reviews, and investigations to identify compliance gaps.
  • Work with concerning teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces.
  • Oversee dispute resolution and compliance-related issues on e-commerce platforms, ensuring adherence to policies and avoiding account suspensions or penalties.
  • In-depth knowledge of e-commerce platforms KPI's and SLA
  • Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels.
  • Develop training programs to ensure support agents have deep knowledge of Amazon, Shopify, and other marketplace requirements.
    • Collaborate with supply chain, and operations teams to streamline customer support and compliance processes.
    • Drive innovation and process automation to improve response time and efficiency in customer interactions.
      • Bachelor's or Master's degree in Business, Law, Marketing, or a related field.
      • Proven experience in customer support and compliance management within a global e-commerce business.
      • Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.
      • Experience in managing large, global customer support teams.
      • In-depth understanding of e-commerce compliance requirements, platform policies, and international regulations.
      • Fluency in oral and written English is a must.

Fuel Allowance

Medical Insurance

Free Lunch Facility (In-house)

GYM Passport (Panel Gym's Free of Cost)

Participatory Fund

Market Competitive Salary

Learning & Challenging Work Environment

Amazing Work Culture

Paid Time off

Group Life Insurance

Gratuity

Maternity Leaves and many more

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