At eComplete, we create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey – from click to delivery – enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favourite brands. We are not just changing the e-commerce industry; we are launching it into the next universe of retail.

About the role

Are you a strategic leader with a passion for customer service excellence? We are a dynamic and fast-growing agency specializing in providing customer service solutions for leading blue-chip eCommerce brands. We are seeking a Head of Customer Service to manage and optimize our customer service operations across multiple clients.

Responsibilities:

• Lead and inspire a high-performing team of customer service agents and managers.
• Develop and implement the customer service strategy, aligning it with business objectives.
• Oversee customer service operations, ensuring the highest level of service.
• Build strong relationships with clients and act as the primary point of contact.
• Utilize customer feedback and analytics to inform decision-making.
• Champion the adoption of new customer service technologies.

Requirements:

• Proven experience in a senior customer service management role, preferably in eCommerce.
• Extensive experience managing large customer service teams.
• Strong understanding of customer service best practices.
• Exceptional communication and interpersonal skills.
• Data-driven mindset with the ability to analyze metrics.
• Expertise in customer service software and CRM systems.

Benefits:

• Competitive salary and performance-based bonuses.
• Professional development and training opportunities.
• Dynamic and supportive work environment.
• Flexible working hours and potential for remote work options.