Job Overview

Our client is looking for a proactive and experienced Customer Experience Team Lead to oversee the daily operations of a remote CX team supporting multiple ecommerce brands. This is a hands-on leadership role where you will manage team performance, oversee escalations, maintain service quality, and actively support customer inquiries during peak periods. The ideal candidate has a strong ecommerce background, experience leading remote teams, and advanced knowledge of customer support platforms and Shopify.

Client Overview

Our client is a fast-growing international ecommerce business operating multiple direct-to-consumer brands across global markets. Processing thousands of customer orders each month, they are committed to delivering exceptional customer experiences through responsive support, efficient operations, and continuous service improvement. As they continue to scale, they are seeking an experienced Customer Experience Team Lead to lead and support their offshore customer service team.

Schedule

• Monday - Friday, 7:00 AM - 3:00 PM AEST, with 30 minutes paid break (40 work hours per week)

Responsibilities

Team Leadership & Supervision

• Lead and supervise a team of Customer Experience Agents across multiple ecommerce brands, including workload allocation, ticket queue management, and daily priorities
• Conduct coaching, one-on-ones, performance reviews, and support onboarding and training of new team members
• Manage schedules, leave coverage, workforce planning, and ongoing team development to ensure consistent support coverage

Customer Experience & Escalation Management

• Manage and resolve escalated, sensitive, and high-value customer inquiries and complaints across multiple brands
• Act as a hands-on support agent during peak periods, high-volume events, or staff absences
• Ensure full resolution of escalated cases while maintaining clear, professional, and empathetic customer communication aligned with brand standards

Quality Assurance & Performance Management

• Monitor ticket quality and provide structured feedback to team members
• Track key CX metrics including response times, resolution rates, customer satisfaction, and backlog levels
• Develop and improve support workflows, macros, templates, and operational processes
• Identify recurring customer issues and communicate insights to relevant internal teams
• Recommend process improvements and customer experience initiatives that support business growth

Platform & Systems Management

• Serve as the day-to-day administrator for customer support platforms
• Manage helpdesk workflows, automations, views, tags, and ticket routing
• Support Shopify order management, refunds, exchanges, and customer account inquiries
• Maintain internal knowledge bases, SOPs, FAQs, and support documentation
• Ensure systems and processes remain scalable and efficient

Cross-Functional Collaboration

• Coordinate with operations, logistics, warehouse, and marketing teams regarding customer-impacting activities
• Stay informed about promotions, product launches, fulfilment updates, and operational changes
• Ensure customer communication remains consistent, accurate, and aligned with brand guidelines
• Help establish scalable customer experience processes across multiple brands and regions

Requirements

• 4+ years of experience in Customer Experience, Customer Service, or Customer Support within ecommerce or D2C businesses
• Proven experience leading or supervising a remote customer service team
• Strong hands-on experience with Shopify and support platforms (e.g., Gorgias, Zendesk, Richpanel)
• Experience handling escalated customer issues, with strong understanding of ecommerce fulfilment, returns, and post-purchase journeys
• Experience supporting multiple brands or customer segments is highly desirable
• Excellent English communication skills with strong organizational, time-management, and remote work capability across time zones

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.