Customer Experience Team Lead (Talent Pooling)

This opening may transition to a direct employment arrangement at a later stage, subject to business needs and applicable Philippine labor laws (for Philippine-based applicants). Because of this, we are looking for individuals who are excited to commit with CatalyzeX over the long term and make it a primary focus. If you are looking for a purely freelance setup, this role may not be the right fit.

Who We Are

Brolly Labs dba CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

Who You Are

We are seeking a proactive and strategic professional to lead an E-Commerce Customer Experience team. You are someone who leads from the front, demonstrating confidence in both decision-making and hands-on execution. You excel in fast-paced environments, where the ability to prioritize, drive process improvements, and maintain quality under pressure are essential.

Must-Haves:

• Minimum 3 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues.
• At least 2 years of experience leading an e-commerce customer service team or account.
• Fluent English with an American accent and excellent grammar.
• Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes.
• Hands-on experience handling sensitive, high-risk customer cases such as legal threats and social media escalations.
• Proven ability to maintain high-quality work even during periods of high ticket volume and multiple urgent issues.
• Strong prioritization and decision-making skills.
• Experience managing friendly fraud, credit card chargebacks, and dispute resolution.
• Familiarity with third-party carrier processes, shipment tracking, and resolving shipping-related issues.
• Hands-on experience with CX platforms like Shopify, Gorgias, Zendesk, Kustomer, Freshdesk,
• Hands-on experience with Fulfillment Apps like Amaze, Loop Returns, Returnly, Klaviyo, or similar.

Good to Have:

• Broad e-commerce operations experience (e.g., logistics, quality control, fulfillment).
• Experience working in food and beverage or other high-compliance e-commerce environments.
• Background in compliance training or familiarity with compliance protocols.
• Highly articulate and professional communication style.
• Extensive, relevant career history handling complex or high-risk CX issues.

What You'll Do

In this role, youll drive both strategy and day-to-day execution to deliver an exceptional customer experience and support your teams growth:

• Oversee team performance, ensuring KPAs/SLAs are met.
• Audit tickets for quality, compliance, and customer satisfaction.
• Analyze performance data and identify areas for optimization.
• Lead SOP development, improvements, and workflow creation.
• Manage escalations and high-risk cases with strategic urgency.
• Provide coaching, mentorship, and regular feedback to agents.
• Communicate directly with clients, sharing updates and handling escalations.
• Conduct team training sessions and support continuous development.
• Fire-fight daily operational challenges, providing quick and effective solutions to unexpected issues.
• Provide daily, weekly, and monthly performance reports
• Conduct Weekly Business Reviews (WBRs) to discuss team performance, challenges, and alignment with client objectives.

Note: The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.

Technical Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection

Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.

• Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on
• Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled
• Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role

RAM: Minimum 8 GB (16 GB preferred)
Noise-canceling headset
Power and internet backup required

Work Setup: Remote

Schedule: Full-Time

Rate: 57000PHP - 63000PHP Monthly depending on Account assignment
Timezone: US Time zones

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.

Originally posted on Himalayas