Team Lead Customer Service – FMCG/B2B & D2C Pet Nutrition

About the role

As Team Lead Customer Service you will own the end‑to‑end customer experience for a premium pet‑nutrition brand across D2C, B2B trade and marketplace channels. You will manage a team of 5–8 agents, set service standards and use AI tools to drive fast, accurate resolutions while also generating revenue through outbound sales and retention initiatives.

Key responsibilities

• Lead, coach and develop 5–8 Customer Service Agents, handling hiring, onboarding, performance reviews and daily queue support.
• Own the Gorgias (or comparable) helpdesk configuration – tags, rules, macros, SLAs and routing across email, chat, social and phone.
• Set and monitor KPIs such as first‑response time, resolution time, CSAT and backlog, and handle escalations and complex complaints.
• Process B2B orders in Shopify, act as first point of contact for trade accounts and coordinate invoicing with Finance.
• Run outbound sales programmes (abandoned‑cart recovery, win‑back, upsell/cross‑sell) and track conversion and revenue per agent.
• Manage subscription changes, cancellations and churn‑save playbooks, and oversee Amazon Seller Central buyer communications.
• Produce weekly/monthly reports on volumes, contact reasons, CSAT, outbound revenue and feed insights to Product, Operations and Marketing.
• Implement and continuously refine AI‑driven ticket triage, auto‑tagging, suggested replies and knowledge‑base updates.

Required profile

• 3+ years of customer service experience, including 1–2 years leading a team, preferably in e‑commerce, FMCG or pet‑nutrition.
• Hands‑on experience with Gorgias (or Zendesk/Freshdesk) and admin‑level setup.
• Working knowledge of Shopify order management, draft orders, refunds and subscriptions.
• Familiarity with Klaviyo customer profiles and Amazon Seller Central messaging is a plus.
• Proven track record of improving CS KPIs (response times, CSAT, resolution rate).
• Demonstrated use of AI tools in daily CS work.
• Excellent written and spoken English, data‑driven decision making and calm under pressure.

Required skills

• Gorgias (or comparable helpdesk such as Zendesk or Freshdesk)
• Shopify
• Klaviyo
• Amazon Seller Central
• AI tools for ticket triage, auto‑tagging and macro creation