Customer Service Team Lead (E-commerce)

About the role

The Customer Service Team Lead will manage a group of specialists who protect the buyer and brand experience across multiple e‑commerce storefronts. This senior position translates strategy into daily actions, builds repeatable processes, and develops team members into stronger operators.

Key responsibilities

• Lead a team of Customer Service Specialists, owning monthly output and individual growth.
• Run the team’s operating cadence: meetings, one‑ons, training, and performance reviews.
• Monitor KPIs, report trends, risks, and opportunities to the manager.
• Serve as senior subject‑matter expert and escalation point for complex cases.
• Design, document, and continuously improve SOPs, templates, and tools.
• Maintain task management and reporting hygiene for visibility.
• Onboard new specialists and deliver ongoing training.
• Partner with Catalog, Case Management, Reimbursements, and Account Management teams to resolve cross‑functional issues.
• Investigate performance gaps, take corrective action, and communicate status to the manager.

Required profile

• 3+ years leading a customer service, e‑commerce operations, or back‑office team, preferably in a multicultural or remote setting.
• Proven ability to develop people and build leaders from within.
• Strong knowledge of marketplace customer service workflows (Amazon or similar).
• Comfortable owning metrics and using data for decision‑making.
• Excellent written English and clear communication with team and senior stakeholders.
• Organized, methodical, and calm under pressure.

Required skills

• Experience with Amazon marketplace customer service processes.
• Proficiency in task and knowledge‑management tools such as Asana.

What we offer

• Fully remote work – work from anywhere in Eastern Europe.
• Competitive hourly rate of $15‑$20.