Customer Service Team Lead – E-commerce

🕒 Maio 11

🇲🇽 México – Remoto

💵 $15 - $20 / hora

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 16%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Lago

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2024

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A Lago é um serviço de recrutamento que conecta agências de marketing digital e empresas a talentos globais de alto nível provenientes de mercados emergentes. Desde 2015, a Lago é especializada em fornecer soluções de contratação remota, oferecendo vagas como assistentes virtuais, gerentes de social media e representantes de suporte ao cliente. A empresa busca potencializar tanto as agências quanto os profissionais talentosos, facilitando oportunidades de trabalho recompensadoras e permitindo que os negócios cresçam de forma eficiente e com ótimo custo-benefício.

Descrição

• Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report. • Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews. • Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence. • Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases. • Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready. • Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders. • Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows. • Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities. • Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps.

🎯 Requisitos

• 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or remote environment. • Demonstrated ability to develop people — has promoted, coached, or built leaders from within a team. • Strong working knowledge of marketplace customer service workflows (Amazon and/or comparable platforms), including buyer messaging, reviews, feedback, and brand-protection escalations. • Comfortable owning team metrics and using data to diagnose problems and drive decisions. • Skilled in writing SOPs, training materials, and process documentation that hold up under change. • Excellent written English and clear, structured communication with both team members and senior stakeholders. • Organized, methodical, and calm under pressure; able to prioritize across competing demands without losing the thread. • Proficient with task and knowledge management tools (e.g., Asana) and quick to learn new systems. • Aligned with the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast.

🏖️ Benefícios

• Remote Work: Work from anywhere—our team is global, and we value work-life balance. • Growth Opportunities: As a key player you’ll have the chance to shape your role and grow with us. • Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.