Assistant Director - Customer Support,… at iGate… · Islamabad

RDX Sports is a globally recognized brand with over two decades of market presence. We are looking for an Assistant Director – Customer Support, Compliance & Excellence Department to join our global team. This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms, including Shopify, Amazon, and other online retail channels.

Reporting to the Vice President, the selected candidate will work closely with cross-functional teams to maintain compliance, improve customer support processes, and lead initiatives that enhance service quality across our global operations.

Key Responsibilities:

Customer Support Management:

• Oversee and optimize customer support operations across Shopify, Amazon, and other online retail platforms.
• Develop and implement scalable customer support strategies to enhance user experience and retention.
• Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines.
• Monitor and analyze customer feedback and implement support solutions to improve response times and efficiency.
• Collaborate with supply chain and product teams to ensure customer concerns
• In-depth know how and experience of CRM platforms
• Knowledge of e-commerce platform operations and deep understanding of orders, returns, refund and escalations.

Compliance & Excellence Management:

• Ensure full compliance with e-commerce regulations, platform policies (Amazon, Shopify, etc.), data protection laws and consumer rights.

• Develop, implement, and maintain a compliance framework to prevent violations and manage risk.

• Conduct internal audits, reviews, and investigations to identify compliance gaps.

• Work with concerning teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces.

• Oversee dispute resolution and compliance-related issues on e-commerce platforms, ensuring adherence to policies and avoiding account suspensions or penalties.

• In-depth knowledge of e-commerce platforms KPI’s and SLA

• Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels.

• Develop training programs to ensure support agents have deep knowledge of Amazon, Shopify, and other marketplace requirements.

• Collaborate with supply chain, and operations teams to streamline customer support and compliance processes.

• Drive innovation and process automation to improve response time and efficiency in customer interactions.

• Bachelor’s or Master’s degree in Business, Law, Marketing, or a related field.

• Proven experience in customer support and compliance management within a global e-commerce business.

• Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.

• Experience in managing large, global customer support teams.

• In-depth understanding of e-commerce compliance requirements, platform policies, and international regulations.

• Fluency in oral and written English is a must.

⛽ Fuel Allowance

🏥 Medical Insurance

🍽 Free Lunch Facility (In-house)

🏋‍♂️ GYM Passport (Panel Gym's Free of Cost)

💰 Participatory Fund

💲 Market Competitive Salary

💻 Learning & Challenging Work Environment

👨‍💻 Amazing Work Culture

🛫 Paid Time off

👨‍👩‍👧‍👦 Group Life Insurance

💸 Gratuity

⏳ Maternity Leaves and many more