Customer Experience Senior Team Lead (Talent Pooling)
This opening may transition to a direct employment arrangement at a later stage, subject to business needs and applicable Philippine labor laws (for Philippine-based applicants). Because of this, we are looking for individuals who are excited to commit with CatalyzeX over the long term and make it a primary focus. If you are looking for a purely freelance setup, this role may not be the right fit.
Who We Are
Brolly Labs dba CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.
Who You Are
We are seeking a seasoned and strategic leader to oversee both Team Leads and agents within our E-Commerce Customer Experience operations. You are someone who leads leaders, capable of developing other people managers while still staying hands-on when the situation demands it. You excel in fast-paced environments, where the ability to prioritize across multiple teams, drive process improvements at scale, and maintain quality under pressure are essential.
Must-Haves:
- Preferably 5 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues.
- At least 3 years of experience leading a customer service team, preferably in e-commerce, including experience managing or mentoring other Team Leads or supervisors.
- Proven experience overseeing multi-team or multi-account operations.
- Fluent English with an American accent and excellent grammar.
- Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes across teams.
- Hands-on experience handling sensitive, high-risk customer cases such as legal threats and social media escalations.
- Proven ability to maintain high-quality work even during periods of high ticket volume and multiple urgent issues.
- Strong prioritization and decision-making skills.
- Experience managing friendly fraud, credit card chargebacks, and dispute resolution.
- Familiarity with third-party carrier processes, shipment tracking, and resolving shipping-related issues.
- Hands-on experience with CX platforms like Shopify, Gorgias, Zendesk, Kustomer, Freshdesk.
- Hands-on experience with Fulfillment Apps like Amaze, Loop Returns, Returnly, Klaviyo, or similar.
Good to Have:
- Broad e-commerce operations experience (e.g., logistics, quality control, fulfillment).
- Experience working in food and beverage or other high-compliance e-commerce environments.
- Background in compliance training or familiarity with compliance protocols.
- Highly articulate and professional communication style.
- Extensive, relevant career history handling complex or high-risk CX issues.
- Experience in workforce planning, performance management frameworks, or leadership development.
What You'll Do
In this role, you'll lead both Team Leads and agents, driving strategy and execution across teams to deliver an exceptional customer experience:
- Directly manage and develop Team Leads while overseeing a team of agents.
- Oversee performance across multiple teams, ensuring KPAs/SLAs are met.
- Coach and mentor Team Leads on people management, coaching quality, and operational execution.
- Audit tickets for quality, compliance, and customer satisfaction.
- Analyze performance data across teams and identify areas for optimization.
- Lead SOP development, improvements, and workflow creation at the account level.
- Manage escalations and high-risk cases with strategic urgency, serving as the final escalation point before leadership.
- Communicate directly with clients, sharing updates and handling escalations.
- Conduct team training sessions and support continuous development for both agents and Team Leads.
- Fire-fight daily operational challenges, providing quick and effective solutions to unexpected issues.
- Provide daily, weekly, and monthly performance reports.
- Conduct Weekly Business Reviews (WBRs) to disc