Head - Customer Support - eCommerce

Head Customer Support - Ecommerce

- Define and execute an overall customer support strategy and drive the ongoing development of Urbanic's customer support team

- Establish deep partnerships and cross-functional processes with key internal stakeholders including Marketing, Product, Merchandise, and Technology to ensure seamless execution of service

- Lead initiatives to scale the Customer Support organization and operations to meet the needs of the business as we launch and scale

- Define and report key business metrics to senior management and influence the organization to take the right action in response to the viewer needs.

- Optimize deliveries- RTO (COD rejection) rate and DTO (return or refund) rate

- Lead WhatsApp/iMessenger chatting function to increase customer shopping experience and overall conversion - Identify fraudsters (aka non-legit customers), better serve loyalty customers