Customer Experience Team Lead (Talent Pooling)
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 proactive and strategic professional to lead an E-Commerce Customer Experience team. You are someone who leads from the front, demonstrating confidence in both decision-making and hands-on execution. You excel in fast-paced environments, where the ability to prioritize, drive process improvements, and maintain quality under pressure are essential.
Must-Haves:
- Minimum 3 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues.
- At least 2 years of experience leading an e-commerce customer service team or account.
- Fluent English with an American accent and excellent grammar.
- Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes.
- 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.
What You'll Do
In this role, youll drive both strategy and day-to-day execution to deliver an exceptional customer experience and support your teams growth:
- Oversee team performance, ensuring KPAs/SLAs are met.
- Audit tickets for quality, compliance, and customer satisfaction.
- Analyze performance data and identify areas for optimization.
- Lead SOP development, improvements, and workflow creation.
- Manage escalations and high-risk cases with strategic urgency.
- Provide coaching, mentorship, and regular feedback to agents.
- Communicate directly with clients, sharing updates and handling escalations.
- Conduct team training sessions and support continuous development.
- 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 discuss team performance, challenges, and alignment with client objectives.
Note: The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.
Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on
- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled
- RAM: Minimum 8 GB (16 GB preferred)
Noise-canceling headset
Power and internet backup required
Rates and Expectations
Work Setup: Remote