Customer Service Lead

We're looking for someone to take full ownership of our customer service as we grow. This is a player-manager role: you'll be hands‑on in tickets while managing our customer service agents and acting as the main link between customers, logistics partners, and the rest of the team.

You need to be obsessed with the details and willing to pick up the phone. The job isn't just resolving issues. It's proactively auditing our service channels, catching errors before they escalate, and making sure our delivery network does what it promises.

Key Responsibilities

1. Frontline Support and Team Management

You're expected to be online and active throughout the working day. Our agents handle most of the volume, but you'll personally pick up and resolve around 20% of tickets daily, stepping in where needed. We handle 200+ tickets per day across all channels and you need to absorb that without the quality dropping.

Mental agility is non‑negotiable. An...