💼 About This Role

You'll lead a fulfillment support team, optimizing workflows and ensuring high seller satisfaction through strategic prioritization and rapid issue resolution. You'll drive data-driven process improvements and mentor team leads to foster a high-performance culture.

🎯 What You'll Do

• Maintain ownership of departmental KPIs and CSAT scores.
• Manage day-to-day operations and assign tasks based on urgency.
• Conduct audits on cancelled orders and resolve problem orders.
• Hold weekly team meetings to evaluate performance and communicate updates.

📋 Requirements

• 3+ years experience as customer support agent.
• 1+ year as Team Lead in people management.
• Ability to use ticketing metrics and KPIs to identify bottlenecks.

✨ Nice to Have

• Ticketing industry experience preferred.
• Experience with data analysis tools (Lysted, Pendo, Indy).

🎁 Benefits & Perks

• 📊 Data-Driven Work - Use platform data to optimize processes.
• 👥 Team Leadership - Mentor and develop team leads.
• 🚀 AI & Process Innovation - Integrate AI tools to streamline tasks.
• 📈 Performance Reviews - Annual reviews and quarterly talent reviews.