Ecommerce Customer Service Lead
Dubuque, IA
Permanent
E-Commerce Customer Service Team Lead
Overview:
We’re looking for an experienced E-Commerce Customer Service Team Lead to oversee daily operations of our online customer support team and ensure a best-in-class digital shopping experience. This role is responsible for leading, coaching, and developing team members while maintaining high service standards, resolving escalated issues, and ensuring smooth order management across multiple systems.
We’re looking for an experienced E-Commerce Customer Service Team Lead to oversee daily operations of our online customer support team and ensure a best-in-class digital shopping experience. This role is responsible for leading, coaching, and developing team members while maintaining high service standards, resolving escalated issues, and ensuring smooth order management across multiple systems.
Key Responsibilities:
- Lead day-to-day operations of the eCommerce Customer Service team (phone, email, chat).
- Handle escalated customer inquiries and ensure timely, positive resolutions.
- Coach, train, and mentor team members to uphold service excellence.
- Monitor key metrics (response time, resolution rate, satisfaction) and implement improvements.
- Oversee order accuracy, returns, exchanges, and payment verification.
- Collaborate with Fulfillment, Marketing, Merchandising, and Store teams to support seamless order flow.
- Document policies, FAQs, and workflows; identify process gaps and propose solutions.
- Assist the E-Commerce Manager with scheduling, performance reviews, and workflow optimization.
Qualifications:
- 3+ years’ experience in eCommerce customer service, retail support, or contact center leadership.
- Strong organizational, communication, and problem-solving skills.
- Proven experience managing or coaching teams.
- Proficient in Microsoft Office Suite; experience with ERP, CRM, or eCommerce systems preferred.
- Ability to multitask and thrive in a fast-paced environment.
- Familiarity with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo a plus.
Benefits:
Comprehensive benefits package including health, dental, and vision insurance, 401(k) with company match, PTO, paid holidays (including your birthday), associate discounts, and more.
Comprehensive benefits package including health, dental, and vision insurance, 401(k) with company match, PTO, paid holidays (including your birthday), associate discounts, and more.
If you have an interest in this position, please send your resume to Hannah@careerpros.com
Sedona Staffing Services is an equal opportunities employer