Ecommerce Support Team Lead

At Gadget Mania Technology Ltd, we support customers and businesses through reliable ecommerce service, accurate order handling, and smooth online shopping operations. We are looking for an Ecommerce Support Team Lead who can guide a support team, manage customer and order-related issues, and help maintain a strong service experience across our online sales channels.

This role is ideal for someone who understands ecommerce operations, customer support, and team coordination. You will help oversee daily support activities, handle escalations, monitor order enquiries, and make sure customers receive clear, timely, and professional assistance. You are not just answering questions; you are helping keep the online customer journey running smoothly from purchase to delivery.

Key Responsibilities:

Team Leadership: Supervise and support the ecommerce support team, assign daily tasks, monitor workloads, and ensure customer enquiries are handled efficiently.

Customer Support: Oversee responses to customer questions about orders, deliveries, returns, refunds, product information, and account issues.

Order Management: Monitor online orders, check fulfilment progress, follow up on delayed shipments, and coordinate with warehouse or logistics teams when needed.

Escalation Handling: Manage more complex customer cases and provide guidance to team members on difficult or sensitive issues.

Marketplace Support: Assist with support activities across ecommerce platforms, marketplaces, and internal sales systems.

Process Improvement: Identify recurring customer or order issues and suggest practical improvements to reduce delays, errors, and complaints.

Reporting: Prepare basic reports on support volumes, response times, order issues, refund cases, and team performance.

Quality Control: Review customer support interactions to ensure accuracy, professionalism, and a helpful tone.

Internal Coordination: Work closely with sales, inventory, warehouse, finance, and delivery teams to resolve customer and order-related concerns.

Experience: Previous experience in ecommerce support, customer service, order management, online retail, or a similar role, with some experience leading or guiding a small team.

Ecommerce Knowledge: Good understanding of online orders, returns, refunds, delivery tracking, customer accounts, and marketplace processes.

Leadership Skills: Able to guide team members, organize daily work, provide feedback, and keep support operations running smoothly during busy periods.

Communication: Strong written and verbal communication skills, with the ability to explain order or customer issues clearly and professionally.

Problem Solving: Able to investigate customer concerns, identify the cause of issues, and provide practical solutions.

Organization: Comfortable managing multiple customer cases, order updates, reports, and deadlines while maintaining accuracy.

System Knowledge: Familiarity with ecommerce platforms, CRM systems, order management tools, spreadsheets, and email support systems is preferred.

Mindset: Reliable, calm under pressure, customer-focused, and committed to improving the online shopping experience.

Pay: £36,000.00-£40,000.00 per year