Senior Support Lead (E-Commerce)
- company
- MyHalos
- location
- Ireland (remote)
- work mode
- remote
- posted
- 15 May
- **Full-time | Remote | Amazon + Shopify + TikTok Shop**
- Myhalos is a fast-growing wellness e-commerce brand selling across Amazon (11 countries), Shopify, and TikTok Shop.
- We’re looking for a Senior Support Lead who can fully own customer support operations, improve systems and workflows, and help scale the department as the business grows.
- This is a key operational role with direct impact on customer experience, retention, and brand reputation.
- **In this role, you will:**
- 📩 Manage day-to-day customer support operations across all channels
- 🛠 Improve SOPs, workflows, macros, and support processes
- 🚨 Handle escalations and complex customer cases
- 📊 Monitor KPIs such as CSAT, response times, resolution rates, refunds, and team performance
- 🤝 Work closely with Operations, Supply Chain, and Account Management teams
- 🔍 Identify recurring issues and proactively implement solutions
- 👥 Help hire, train, and manage support agents as the team grows
- 💬 Maintain high-quality communication standards across all marketplaces and channels
- **You’ll be a great fit if you have:**
- ✅ 5+ years of experience in e-commerce customer support
- ✅ Experience managing or leading support teams
- ✅ Strong knowledge of Amazon Seller Central, Shopify, TikTok Shop, eDesk, Zendesk, or similar tools
- ✅ Excellent English written communication
- ✅ Strong organizational and problem-solving skills
- ✅ Ability to work independently and proactively
- ✅ Fast-learning mindset and high attention to detail
- **Bonus points for:**
- ⭐ Experience with Amazon in multiple international marketplaces
- ⭐ Experience in wellness, beauty, or consumer brands
- ⭐ Understanding of operational KPIs and process optimization
- ⭐ Experience building SOPs and support systems from scratch
- ⭐ Familiarity with AI tools and automations
- **What we offer:**
- 🌍 Full-time remote role
- ⏰ Flexible working hours with GMT/EU overlap preferred
- 🧠 High ownership and autonomy
- 🚀 Fast-paced environment with real growth opportunities
- 💰 Hourly setup during the first month ($15/h), with opportunity to move into a long-term retainer contract after