Global E-Commerce Operations Lead

7 days ago

Islamabad, Islamabad, Pakistan beBeeCustomerSupport Full time

We are seeking a Senior Customer Support Manager to drive customer service excellence, ensure compliance with regulations, and enhance operational efficiency across multiple e-commerce platforms.

Reporting to the Vice President, this role 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:
  • 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.
Compliance & Excellence Management:
  • Ensure full compliance with e-commerce regulations, platform policies, 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 concerned teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces.
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.
Benefits:
  • 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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