Customer Service Team Lead – E‑commerce (Remote LATAM)

About the role

The Customer Service Team Lead will manage a group of specialists who protect the buyer and brand experience across Amazon storefronts. This remote LATAM position translates strategy into daily execution, builds repeatable processes, and develops team members into stronger operators.

Key responsibilities

• Lead a team of Customer Service Specialists, owning monthly output and individual growth.
• Run the team's operating cadence: meetings, one‑ons, training, and performance reviews.
• Monitor KPIs, report trends, risks, and opportunities to the manager.
• Act as senior subject‑matter expert and escalation point for complex cases.
• Design, document, and continuously improve SOPs, templates, and tools.
• Maintain task management and reporting hygiene, ensuring visibility to stakeholders.
• Onboard new specialists and deliver ongoing training.
• Partner with Catalog, Case Management, Reimbursements, and Account Management teams to resolve cross‑functional issues.
• Investigate performance gaps, take corrective action, and communicate status to the manager.

Required profile

• 3+ years leading customer service, e‑commerce operations, or back‑office teams, preferably in a multicultural or remote setting.
• Proven ability to develop people, promote, coach, and build leaders from within.
• Strong knowledge of marketplace customer service workflows (Amazon or similar platforms).
• Comfortable owning team metrics and using data for decision‑making.
• Excellent written English and clear, structured communication.
• Organized, methodical, and calm under pressure.

Required skills

• Proficiency with task and knowledge‑management tools (e.g., Asana).

What we offer

• Remote work from anywhere in LATAM.
• Competitive hourly rate of $15‑$20 USD.
• Full‑time schedule: Monday‑Friday, 9 AM‑5 PM PST.