Assistant Director - Customer Support, Compliance & Excellence
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.
Requirements
- 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.
Benefits
⛽ 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