- Lead customer support across email, chat, and phone for ~20,000 monthly interactions.
- Manage and develop managers, team leads, and frontline reps on a remote team.
- Own performance metrics including first response time, CSAT, SLA adherence, and QA.
- Develop and execute CX automation strategy using AI tools.
- Monitor and hold internal warehouse and 3PL partners accountable for fulfillment SLAs and service issues.
- Identify root causes of fulfillment failures and drive systemic improvements.
- Build and maintain reporting dashboards to track operational performance and trends.
QA AutomationShopifyData analytics