Assistant Director - Amazon Compliance & Customer Support Excellence

Job description

# Assistant Director - Amazon Compliance & Customer Support Excellence > iGATE Technology · Islamabad, Pakistan · Full-time · Posted 2025-03-19 **Workplace:** on_site **Department:** Customer Support ## Description 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 ## Apply [Apply at iGATE Technology](https://apply.workable.com/igate-technologies/j/AB52417BEE/apply) --- Powered by [Workable](https://www.workable.com)