
Global Customer Experience Leader
1 day ago
Job Description
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.
The successful 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.
Responsibilities:
- Customer Support:
- Optimize customer support operations across Shopify, Amazon, and other online retail platforms
- Develop scalable customer support strategies to enhance user experience and retention
- Ensure support teams meet SLAs, KPIs, and platform-specific guidelines
- Implement support solutions to improve response times and efficiency
Compliance & Excellence:
- Ensure 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
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
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