Customer Support Director

About Us Great Deals E-Commerce Corporation is a leading player in the e-commerce industry, dedicated to providing exceptional service and innovative solutions to our customers.

We are driven by a passion for excellence, operational efficiency, and customer satisfaction.

As we continue to scale our impact, we are looking for a dynamic and experienced Customer Support Director to join our leadership team.

This role is critical in shaping the customer experience, ensuring service excellence, and building a customer-centric culture across the organization.

If you are a strategic leader with a passion for people management, customer satisfaction, and operational efficiency, we’d love to meet you!

Job Summary We are seeking a Customer Support Director to lead our customer support department.

This role will be responsible for strategic planning, operational management, and ensuring outstanding service delivery to our customers.

You will oversee a team of managers and representatives, drive continuous process improvement, and collaborate with cross-functional teams to create a seamless customer experience.

Why Join Us?

At Great Deals E-Commerce Corporation, we value our people and provide opportunities for growth, innovation, and leadership.

You will : Lead and develop a high-performing customer support organization.

Shape customer experience strategies in a fast-growing e-commerce company.

Collaborate with senior leaders to drive innovation and operational excellence.

Thrive in a dynamic, supportive environment that champions customer-centricity.

Key Responsibilities Leadership : Lead and manage customer support managers and representatives.

Provide coaching, mentorship, and career development opportunities.

Foster a positive, collaborative, and high-performance culture.

Strategic Planning : Develop and implement strategies to improve customer support operations.

Set departmental goals aligned with company objectives and monitor progress.

Identify opportunities for process improvement and efficiency gains.

Customer Experience Management : Ensure customer interactions consistently meet quality and responsiveness standards.

Monitor customer feedback and drive improvement initiatives.

Champion a customer-centric culture across the organization.

Operational Efficiency : Optimize resource allocation and staffing to meet SLAs.

Implement and monitor KPIs to track performance.

Leverage data and analytics to drive decisions and improve processes.

Cross-Functional Collaboration : Partner with Commercial, Tech, and Operations teams to ensure seamless experiences.

Act as a liaison between customer support and internal stakeholders.

Training & Development : Create and implement training programs for support staff.

Stay updated on industry trends and best practices in customer service.

Budget Monitoring : Manage and monitor the customer support budget, including forecasting and cost control.

Qualifications & Competencies Education : Bachelor’s degree in Business Administration, Management, or equivalent.

Experience : 5–10 years in customer support leadership, preferably in e-commerce.

Knowledge : Customer service principles and practices CRM systems and customer support platforms E-commerce customer / seller dynamics Strategy development for customer satisfaction and retention Skills & Attributes : Strong leadership, communication, and interpersonal skills Excellent conflict resolution, coaching, and mentoring skills Analytical and problem-solving abilities with a solutions-oriented mindset Ability to thrive in fast-paced environments and manage multiple priorities Flexibility and adaptability in dynamic business settings DATA PRIVACY CONSENT FORM By signing this Form, you as the data subject hereby authorize Great Deals E-Commerce Corporation (“GDEC”), its agents, representatives, and officers, to collect, process, use, update, or disclose your personal information, and hereby ratify such previous actions of GDEC, in accordance with its Data Privacy Statement, the Data Privacy Act, and other relevant Data Privacy laws, including the rules, regulations, advisories, and memoranda issued by the National Privacy Commission.

This is to establish, confirm, review, or update my records, manage the information provided therein, conduct customer risk, capacity, and suitability assessments, and other legitimate business purposes, and comply with its reporting obligations under applicable laws, rules, and regulations.

You as the data subject likewise authorize Great Deals E-Commerce Corporation to collect, process, disclose, or verify your personal data so processed from any person or entity that GDEC may deem necessary, including, but not limited to, government authorities / offices.

You as the data subject agree to hold GDEC free and harmless from any liability arising from the use of any such information.

The consent provided herein shall remain valid until revoked, in accordance with the provisions hereunder.

You as the data subject confirm that you are aware that under the Data Privacy Act, you have the following rights : (a) the right to withdraw the consent hereby given or to object to the processing of your personal data provided there is no other legal ground or overriding legitimate interest for the processing thereof; (b) the right to reasonable access; (c) the right to rectification; and(d) the right to erasure or blocking of your personal data subject, however, to the conditions for the legitimate exercise of the said rights under the Data Privacy Act and its implementing Rules and Regulations, and subject further to the right of GDEC to terminate any agreement / service / product availed by the signatory by GDEC, by virtue of which the personal information contemplated hereunder has been provided by you as the data subject, due to the withdrawal of your consent or request for the removal of his / her personal information.

Consequently, your signature herein confirms that you have read and fully understood the provisions and consequences of the contents of this instrument, and have been intelligently informed about the processing of your personal data for the given purposes as well as your rights and responsibilities in regard thereto.

In view of the foregoing, you as the data subject hereby voluntarily and freely signify your specific, informed indication of will and consent to the collection and processing of your personal data.

On the contrary, should you decide to withdraw your consent for the processing of your personal data during the recruitment process (or any other business purposes; can be changed in accordance with the needs of GDEC), GDEC can validly refuse to proceed with your on-the-job training application and you will no longer be considered for the same by GDEC (or any other business purposes; can be changed in accordance with the needs of GDEC).

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