Assistant Director

4 weeks ago

Islamabad, Islamabad, Pakistan iGate Technologies Pakistan 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 are addressed
  • In-depth knowledge and experience of CRM platforms
  • Knowledge of e-commerce platform operations and deep understanding of orders, returns, refunds, 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 relevant 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' KPIs and SLAs
  • Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels
  • Develop training programs to ensure support agents have a 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
Requirements:
  • 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
Benefits:
  • 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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