Customer Success Team Lead - Ecomm

E-commerce Operations

Oversee daily eCommerce operations, including order management, customer inquiries, and case resolution. Monitor team workloads to ensure service levels and performance goals are met. Manage escalated customer issues and provide timely resolutions. Review and analyze operational metrics, identifying opportunities for improvement.

Essential Functions & Principal Accountabilities

• Maintain compliance with company policies, procedures, and quality standards.
• Monitor order flow, back orders, inventory-related concerns, and fulfillment challenges.
• Develop and maintain process documentation, standard operating procedures, and training materials.
• Support system testing, workflow enhancements, and process automation projects.
• Generate and distribute operational reports and performance metrics.
• Provide daily coaching, guidance, and support for team members.
• Conduct onboarding and training for new employees.
• Maintain employee performance and provide constructive feedback.
• Assist management with performance improvement plans and corrective actions when necessary.
• Identify skill gaps and recommend development opportunities.
• Facilitate team meetings, knowledge-sharing sessions, and process training workshops.

Skills & Competencies

• Team Leadership
• Coaching and Mentoring
• Employee Development
• Performance Management
• Conflict Resolution
• Change Management
• Customer Experience Management
• Order Management
• Process Improvement
• Workflow Optimization
• Quality Assurance
• SLA Management
• KPI Management
• Root Cause Analysis

Qualifications

• Bachelor’s degree in business, Operations Management, Supply Chain, Marketing, or related field.
• Minimum of 3–5 years of experience in eCommerce, Customer Service, Operations, or related field.
• Minimum of 1–2 years of leadership, supervisory, or team lead experience.
• Experience working within high-volume customer service or order management environments.
• Experience leading process improvement initiatives.
• Project management experience.
• Experience developing training materials and standard operating procedures.
• Technology proficiency in Microsoft Dynamics 365 CEMicrosoft Business Central Power BI Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($22 - $26 hourly)
• Hybrid Position