**About Us**:
We're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence. This role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.
**Core Responsibilities**:
Direct Customer Service
- Process and resolve customer service tickets within 24-hour SLA
- Manage order issues, returns, and refund requests
- Provide product information and recommendations
- Address customer complaints and escalations personally
Customer Service Leadership
- Develop and maintain service level agreements on-time response
- Build, train, and manage a high-performing customer service team
- Create comprehensive SOPs for customer service operations
- Monitor and maintain quality standards for all customer interactions
- Oversee hiring and training processes for service team members
Operations Management
- Manage relationships with third-party logistics providers
- Monitor shipment timelines and resolve delivery issues proactively
- Implement systems for tracking and improving operational efficiency
- Develop contingency plans for common operational challenges
- Optimize order processing and returns management workflows
Customer Intelligence & Innovation
- Conduct regular customer satisfaction surveys and analyze feedback
- Generate actionable insights from customer data and service interactions




- Provide strategic recommendations for product and service improvements
- Create monthly reports on key performance indicators and trends
- Implement and oversee quality assurance programs
**Required Qualifications**:
- 5+ years of customer service management experience in e-commerce
- Proven track record of leading and developing customer service teams
- Expert knowledge of Shopify and related e-commerce platforms
- Strong understanding of logistics and supply chain operations
- Excellence in written and verbal English communication
- Experience with customer service platforms (Zendesk, Freshdesk, etc.)
- Demonstrated ability to analyze data and generate actionable insights
Technical Requirements
- Personal computer with updated operating system
- Stable internet connection (high speed)
- Quiet workspace
- headphone set for answering phone calls
- Backup power supply recommended
Schedule & Employment Terms
- Full-time salaried position (45+ hours per week)
- Must be available 7 days per week
- Required to coordinate across EST business hours
- Exclusive employment - no other jobs or freelance work permitted
- Additional hours beyond 40/week may be required
- Must be able to respond to urgent situations outside regular hours
**Compensation**
Monthly salary: $1,500 - $1,800 USD based on experience
Paid time off
This is a Remote (work from home) position.
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📌 Customer Experience and Operations Lead (México)
🏢 Mason Genie
📍 México