CS Team Lead

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