Team Leader – International E-commerce

Job Description

We are looking for an experienced Client Services Manager / Team Leader – International E-commerce to manage global clients, lead service delivery teams, and ensure high customer satisfaction across international markets.

Key Responsibilities

• Manage end-to-end client relationships for international e-commerce accounts
• Act as the primary point of contact for global clients (US/UK/Europe)
• Lead, mentor, and manage a team of client service executives
• Ensure SLA/KPI adherence and service quality
• Handle escalations and drive quick resolution
• Coordinate with internal teams (operations, tech, finance)
• Prepare performance reports, dashboards, and client reviews
• Identify process improvements and upsell/cross-sell opportunities
• Ensure compliance with international service standards

Required Skills & Qualifications

• 5+ years of experience in Client Services / Account Management
• Mandatory experience in International E-commerce / BPO / Customer Operations
• Proven team handling experience (minimum 5–10 members)
• Strong communication skills (verbal & written)
• Experience working with international clients (US/UK time zones)
• Knowledge of CRM tools, reporting, and SLA management
• Graduation mandatory (MBA preferred)

Nice to Have

• Experience with Shopify, Amazon, Magento, or other e-commerce platforms
• Exposure to international logistics, order management, or payments
• Process improvement / Six Sigma exposure