Ecommerce Customer Service Lead

Job Overview

• Lead day-to-day operations of the eCommerce Customer Service team (phone, email, chat).
• Handle escalated customer inquiries and ensure timely, positive resolutions.
• Coach, train, and mentor team members to uphold service excellence.
• Monitor key metrics (response time, resolution rate, satisfaction) and implement improvements.
• Oversee order accuracy, returns, exchanges, and payment verification.
• Collaborate with Fulfillment, Marketing, Merchandising, and Store teams to support seamless order flow.
• Document policies, FAQs, and workflows; identify process gaps and propose solutions.
• Assist the E-Commerce Manager with scheduling, performance reviews, and workflow optimization.

• 3+ years’ experience in eCommerce customer service, retail support, or contact center leadership.
• Strong organizational, communication, and problem-solving skills.
• Proven experience managing or coaching teams.
• Proficient in Microsoft Office Suite; experience with ERP, CRM, or eCommerce systems preferred.
• Ability to multitask and thrive in a fast-paced environment.
• Familiarity with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo a plus.