Support Operations Manager

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers 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.

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.
  • 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 concerned 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 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.
    Required Skills and Qualifications:
    • 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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