Assistant Director - Customer Support, Compliance & Excellence

Overview

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 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. 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 are addressed Maintain in-depth knowledge of CRM platforms Knowledge of e-commerce platform operations and deep understanding of orders, returns, refunds 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 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 Possess in-depth knowledge of e-commerce platforms KPIs and SLAs 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 Qualifications

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 Seniority level

Mid-Senior level Employment type

Full-time Job function

Other Industries

IT Services and IT Consulting

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