
Customer Support and Compliance Expert
7 hours ago
Job Description
We are seeking a seasoned professional to lead our customer support and compliance efforts. As an Assistant Director, you will be responsible for driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms.
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
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
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