E-commerce Lead CSR

E-commerce Lead CSR

Work Hours: Monday to Friday, 9:00 AM - 5:00 PM EST

Pay Range: $1,000 - $1,200/mo (varies based on skill set and experience level)

Location of Search: Philippines

Work Location: Remote

Key Responsibilities

• Serve as a primary resource for CSRs by providing guidance on customer, order, return, refund, shipping, and marketplace issues.
• Assist with escalated and complex customer concerns and determine appropriate resolutions.
• Monitor team workflows and help ensure queues, assigned cases, and follow-up work remain current.
• Assist with training and onboarding new team members.
• Coach and support CSRs on processes, documentation, communication, and marketplace requirements.
• Review and identify issues that may require additional attention or management escalation.
• Help ensure customer service and marketplace SLAs are consistently met.
• Work collaboratively with other departments to resolve issues.
• Identify recurring issues and recommend process improvements.
• Support workload balance and team coverage when needed.
• Lead by example through professionalism, accountability, productivity, and excellent customer service.
  
  

Required Qualifications

• 3+ years of customer service experience, preferably in e-commerce, retail, or marketplace operations.
• Previous leadership, mentoring, training, or senior-level CSR experience preferred.
• Experience working with major marketplaces such as Amazon, eBay, Walmart, or Best Buy preferred.
• Strong knowledge of customer service, returns, refunds, shipping, disputes, and escalations.
• Excellent written and verbal communication skills.
• Strong problem-solving, organizational, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong computer skills and ability to learn new systems quickly.
• Must demonstrate reliable attendance, punctuality, and consistent follow-through.
  
  

Ideal Candidate

The ideal candidate has strong leadership qualities, is a dependable and experienced customer service professional who takes ownership of problems, communicates effectively, supports their peers, and can work independently. They should be confident making decisions within established guidelines while knowing when an issue requires management involvement.

The Lead CSR is expected to be a confident, trusted resource for both the Customer Service team and management and to consistently demonstrate strong judgment and accountability.