Customer Service Leader (E-Commerce)

  • Location

    Los Angeles

  • Sector:

    Operations & Finance

  • Job type:


  • Salary:


  • Contact:

    William Taylor

  • Contact email:


  • Job ref:

    BT - 169

We are looking for a Customer Service Leader who will partner and ensure the long-term success of our clients in North America.  This candidate will be responsible for developing and maintaining relationships with our clients’ Customer Service division leaders and liaise between them and cross-functional internal teams to ensure the timely and successful resolution to any escalated issues. The CS Leader will also provide clients with regular reporting and insights based on their customer contacts and work together to improve and streamline processes between our teams.


·        High level communication with merchants to introduce and explain CS service options

·        Update and maintain agreed service procedures, policies and standards that ensure the department runs in an efficient manner

·        Maintain that all KPI’s and daily tasks are completed to a high standard

·        Take ownership of escalated merchant/customer issues and follow problems through to resolution (within agreed SLA)

·        Report to CS Director on agent/departmental efficiency (+ any related merchant complaints)

·        Keep accurate records and document customer service actions/discussions with merchants

·        Monitor merchant ticket reports to identify issues and/or trends that may require attention

·        Apply best practices and advise CS Director/Manager with suggested areas of improvement

·        Work closely with CS Director/Manager and Team Leaders to:

·        update & maintain procedures

·        implement new ideas to enhance the service for merchants/customers

·        assist with evaluating & improving the service provided by our team

·        identify/investigate root causes of recurring issues & assist to deliver solutions

·        Maintain an orderly workflow according to priorities

·        Evaluate and strive to improve our team and support systems


·        Strong client-facing and communication skills                     

·        Excellent written communication skills in English

·        Advanced troubleshooting and multi-tasking skills

·        Customer service orientation

·        Problem Solving/Analysis

·        Teamwork Orientation

·        An open mind and 'can do’ attitude

·        Ability to handle large volume workload with speed, accuracy and efficiency


·        Additional languages

·        2+ Years experience in online retail

·        Bachelor’s Degree


  • $45,000