Customer Service Team Lead (Hybrid Operations)

Responsibilities:

Manage, coach and support a customer service team

Assign and monitor daily workloads to ensure timely responses across all channels

Conduct regular performance reviews, training and feedback sessions

Set clear service standards, SOPs and KPIs for the CS team

Be hands-on in daily customer service operations, including replying to customer emails and social media platforms

Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination

Collaborate with Operations team to resolve issues and manage workflows

Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation

Handle escalated and complex customer cases professionally with effective service recovery

Ensure high levels of customer satisfaction while balancing company policies

Improve CS workflows and internal processes to increase efficiency

Requirements:

Minimum 3-5 years of customer service experience, preferably in fashion or e-commerce

At least 1-2 years of experience in a supervisory or managerial role

Strong problem-solving skills with the ability to handle difficult customer situations calmly

Excellent written and verbal communication skills (mandatory in English)

Highly organised, detail-oriented and able to multitask in a fast-paced environment

Customer-first mindset with good business judgment