Job Description
Who We Are Brolly Labs dba CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. Who You Are We are seeking a proactive and strategic professional to lead an E-Commerce Customer Experience team. You are someone who leads from the front, demonstrating confidence in both decision-making and hands-on execution. You excel in fast-paced environments, where the ability to prioritize, drive process improvements, and maintain quality under pressure are essential. Must-Haves: Minimum 3 years of real-world e-commerce customer service experience, with exposure to logistics, fulfillment, and supply chain issues. At least 2 years of experience leading an e-commerce customer service team or account. Fluent English with an American accent and excellent grammar. Skilled at identifying gaps in SOPs and collaborating with leadership to improve processes. Hands-on experience handling sensitive, high-risk customer cases such as legal threats and social media escalations. Proven ability to maintain high-quality work even during periods of high ticket volume and multiple urgent issues. Strong prioritization and decision-making skills. Experience managing friendly fraud, credit card chargebacks, and dispute resolution. Familiarity with third-party carrier processes, shipment tracking, and resolving shipping-related issues. Hands-on experience with CX platforms like Shopify, Gorgias, Zendesk, Kustomer, Freshdesk, Hands-on experience with Fulfillment Apps like Amaze, Loop Returns, Returnly, Klaviyo, or similar. Good to Have: Broad e-commerce operations experience (e.g., logistics, quality control, fulfillment). Experience working in food and beverage or other high-compliance e-commerce environments. Background in compliance training or familiarity with compliance protocols. Highly articulate and professional communication style. Extensive, relevant career history handling complex
