Customer Operations Team Lead
6 days ago
**Customer Operations Team Lead -Ecommerce Marketplaces**
**Location**: 115 Journeyman Street, Kanata
**Salary**: $26-$29/hr + Commission
**About AutoShack**
**Key Responsibilities**
- Lead and coach a team of 6-10 agents managing Amazon post-purchase issues.
- Oversee escalations, A-to-Z claims, returns, shipping disputes, and reviews.
- Ensure strict compliance with Amazon Marketplace policies and AutoShack standards.
- Monitor and report on KPIs (resolution times, satisfaction scores, claim outcomes).
- Provide training, coaching, and performance management to maintain service quality.
- Collaborate across departments to address escalations and improve processes.
- Participate in Saturday coverage on a rotating basis.
**Required Qualifications**
Applications will not be considered without these:
- **3+ years** in **e-commerce, marketplace, or contact center operations**.
- **2+ years** in a **leadership role**, directly managing a customer service team.
- Strong ability to handle escalations and enforce compliance.
- Experience using CRM/ERP systems (Talkdesk, Salesforce, NetSuite, or equivalent).
- Excellent written and verbal communication skills (English required; French bilingualism preferred).
**Preferred (but not required)**:
- Familiarity with **Amazon Seller Central** workflows (claims, returns, messaging, reviews).
**Compensation & Benefits**
- $26-$29/hr + commission tied to team performance and customer satisfaction.
- Extended health, dental, and vision benefits.
**Job Types**: Full-time, Permanent
Pay: $26.00-$29.00 per hour
Expected hours: 40 per week
**Benefits**:
- Dental care
- Extended health care
- On-site parking
Ability to commute/relocate:
- Kanata, ON: reliably commute or plan to relocate before starting work (required)
**Education**:
- DCS / DEC (required)
**Experience**:
- Customer service: 5 years (required)
**Language**:
- English (required)
- French (preferred)
Work Location: In person
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