Customer Service Lead

Job description

  • You hire and manage our customer support agents, monitor operational performance, and continuously improve our customer support processes
  • You deep dive into customer support protocols and refine them to ensure exceptional customer experience while maintaining high operational efficiency
  • You analyze customer feedback and provide aggregated action proposals for our brand managers to improve our products, listings, product descriptions, packaging, and instructions
  • You ensure our customer support processes and capabilities are set up for further growth and expansion
  • You lead our internal product compliance team and ensure adherence to regulations and requirements for our entire product portfolio

Job requirements

  • You have 2+ years of experience with customer service and a proven track record of operational project management
  • You are a data-driven person, you know how to define and track KPIs
  • You have experience leading a team and clearly defining processes and protocols to improve operations
  • You are a self-starter and are comfortable taking charge of a project
  • You thrive in an entrepreneurial environment and love a proactive, hands-on approach
  • Any experience with Amazon FBA or Mercado Libre
  • You speak Spanish and English