Customer Service Team Lead

Job Overview

This role is ideal for someone who thrives in fast-paced e-commerce environments and is ready to take a lead role in refining customer service systems. You’ll manage Amazon and Shopify operations, oversee team quality and productivity and work directly with leadership on strategic improvements. We’re looking for someone confident on camera, comfortable training and collaborating and motivated to help grow a wellness brand.

Responsibilities

• Lead and support the customer service team in meeting KPIs for quality, efficiency and satisfaction
• Oversee Amazon Seller Central and Shopify operations including order management, returns and escalations
• Utilize tools like ShipStation and Shopify apps to streamline issue resolution
• Actively participate in Zoom meetings and provide feedback to improve systems and processes
• Help onboard and train new team members
• Work cross-functionally with other leads and teams to ensure a smooth customer experience
• Maintain a deep understanding of product offerings, FAQs and customer policies

Job Qualifications and Skill Set

• 2+ years of customer service leadership experience in e-commerce
• Hands-on experience with Amazon Seller Central and Shopify
• Proficiency with ShipStation and other fulfillment tools
• Strong communication and people management skills
• Proactive mindset with a focus on process improvement
• Comfortable using video conferencing platforms like Zoom
• Background in supplements or medical devices is a plus but not required

Preferred Traits:

• Collaborative and visible team contributor, not just back-end support
• Confident communicator who takes initiative and speaks up with suggestions
• Open to handling voice-based support if needed
• Seeking a long-term opportunity with room for growth