Customer Service Team Lead (E-commerce)
New
L
LagoE-commerce
Mexico City, Mexico City, Mexico. Costa Rica. Argentina. Colombia. Nicaragua. Remote | LATAM, 9AM - 5PM PSTFull-TimeLead
Salary15 - 20 USD per hour
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written English
- Experience
- 3+ years of experience
- Required Skills
- Data AnalysisCustomer serviceAsana
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.
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
