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