[Hiring] Customer Service Team Lead @Lago

Role Description

The Team Lead, Customer Service leads a team of Customer Service Specialists responsible for safeguarding the buyer and brand experience across all client storefronts. This role owns team output, quality, and development, and serves as the senior subject-matter expert on customer-facing workflows including Voice of Customer, buyer and seller messaging, feedback and review management, and inbound brand concerns. The Team Lead translates departmental strategy into daily execution, builds the systems that keep the team consistent, and develops specialists into stronger operators over time.

• Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report.
• Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews.
• Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence.
• Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases.
• Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready.
• Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders.
• Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows.
• Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities.
• Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps.

Qualifications

• 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or remote environment.
• Demonstrated ability to develop people — has promoted, coached, or built leaders from within a team.
• Strong working knowledge of marketplace customer service workflows (Amazon and/or comparable platforms), including buyer messaging, reviews, feedback, and brand-protection escalations.
• Comfortable owning team metrics and using data to diagnose problems and drive decisions.
• Skilled in writing SOPs, training materials, and process documentation that hold up under change.
• Excellent written English and clear, structured communication with both team members and senior stakeholders.
• Organized, methodical, and calm under pressure; able to prioritize across competing demands without losing the thread.
• Proficient with task and knowledge management tools (e.g., Asana) and quick to learn new systems.
• Aligned with the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast.

Benefits

• Remote Work: Work from anywhere—our team is global, and we value work-life balance.
• Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us.
• Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.

Company Description

As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.