Lead, Control Tower
New
S
ShipBob, Inc.E-commerce Logistics
Remote in IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5-6 years of experience in merchant/customer support, 2-3 years of operational knowledge in E-commerce or warehousing, 2-3 years in a leadership or early management role
- Required Skills
- SalesforceJiraMicrosoft OfficeTeam managementCustomer support
Requirements
- 5-6 years of experience in merchant/customer support.
- 2-3 years of operational knowledge in E-commerce or warehousing.
- 2-3 years of work experience in a leadership or early management role.
- Bachelor's degree or graduate from any field.
- Fluent in English with excellent verbal, written, and interpersonal communication skills.
- Proficiency with MS Word, Excel, and PowerPoint.
- Solid organizational skills.
- Familiarity with interactive learning activities.
Responsibilities
- Oversee team morale and overall shift health.
- Motivate the team to meet organizational goals and performance metrics.
- Manage team attendance, workload distribution, and coverage planning.
- Strengthen team capability through goal setting and skill development.
- Conduct biweekly 1:1s to encourage communication and feedback.
- Own team performance against KPIs and ensure adherence to SOPs.
- Monitor, audit, and manage ticket queues across Salesforce and Jira.
- Implement targeted improvement plans for individual and team-level performance.
- Conduct bi-weekly product knowledge assessments.
- Participate in calibration sessions with the Quality team.
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