
Lead Customer Experience Specialist
1 day ago
This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms.
We are seeking an experienced professional to lead our Customer Support Department.
- 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.
- Manage a team of customer support professionals to deliver exceptional customer experiences.
- Implement process improvements to increase customer satisfaction and reduce churn rates.
- Develop and maintain relationships with cross-functional teams to drive business outcomes.
- Stay up-to-date on industry trends and best practices in customer support.
- Ensure full compliance with e-commerce regulations, platform policies, data protection laws, and consumer rights.
- Develop and maintain a compliance framework to prevent violations and manage risk.
- Conduct internal audits and reviews to identify compliance gaps.
- Work with concerned teams to stay updated on regulatory changes affecting e-commerce platforms.
- 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.
- Fuel Allowance
- Medical Insurance
- Free Lunch Facility
- GYM Passport
- Participatory Fund
- Market Competitive Salary
- Learning & Challenging Work Environment
- Amazing Work Culture
- Paid Time off
- Group Life Insurance
- Gratuity
- Maternity Leaves
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