Customer Service Team Lead – E-commerce

🕒 May 11

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Lago

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Lago is a recruitment service that connects digital marketing agencies and businesses with top-tier global talent from emerging markets. Since 2015, Lago has specialized in providing remote staffing solutions, offering roles such as virtual assistants, social media managers, and customer support representatives. The company aims to empower both agencies and talented professionals by facilitating rewarding job opportunities while enabling businesses to grow efficiently and cost-effectively.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.