Customer Success Specialist

Your mission isn’t just to resolve tickets—it’s to safeguard the reputation of a global brand.

Gallant Sports UK is looking for a high-performing Customer Service Lead to own our customer success ecosystem. If you are a platform policy expert who thrives on hitting 100% SLAs and turning negative feedback into brand loyalty, this is your next career move.

The Mission

As the Customer Experience Lead, you will be the final line of defense for our brand health across Amazon, eBay, Shopify, TikTok Shop, and Temu. Using eDesk, you will orchestrate a seamless support experience, lead a dedicated team, and ensure we remain in 100% compliance with global platform standards.

Key Responsibilities (Strategic & Operational)

• Platform Command: Oversee end-to-end communication and case management across all global storefronts via the eDesk Communication Hub.
• Team Leadership: Supervise and mentor CS Executives, setting the gold standard for quality, tone, and response precision.
• Escalation Mastery: Take full ownership of high-stakes issues, including A-to-Z claims, chargebacks, and dispute resolutions, ensuring our seller rating remains elite.
• Reputation Shield: Proactively manage feedback removal and platform case submissions to maintain a <1% negative feedback rate.
• Data-Driven Reporting: Track, analyze, and report on KPIs (CSAT, Response Times, Refund Rates) to drive continuous improvement in our supply chain and logistics.
• Direct Organization: Raise Red flags to operational team pointing out issues from voice of customer.

Required Performance Standards (KPIs)

We are looking for a "numbers-driven" leader who can consistently hit:

• SLA Mastery: 100% of messages responded to within 24 hours (Amazon SLA).
• High Resolution: ≥ 85% of dispute cases resolved in the seller’s favor.
• Customer Happiness: Maintain a CSAT score of ≥ 98%.
• Operational Efficiency: 95% case closure rate within 5 business days.

What We’re Looking For

• The Expert: Proven track record in e-commerce customer service (Amazon Seller Central expertise is a must).
• The Strategist: You understand SOPs and know how to build response templates that convert frustrated buyers into repeat customers.
• The Professional: Exceptional English communication skills and a deep understanding of UK/Global e-commerce policies.

The Essentials

• Location: Onsite - Gulberg, Lahore
• Timing: 12:00 PM - 8:00 PM

How to Apply

Ready to lead our Customer Success team? Send your CV to: aqeel@gallantsports.co.uk (Subject: Customer Experience Specialist - [Your Name])

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Job Type: Full-time

Work Location: In person