Job Description

About AutoShack

AutoShack is a Canadian leader in automotive parts retail and e-commerce. We are seeking an experienced

Customer Operations Team Lead

to oversee a support team managing our marketplace channels, including

Amazon, eBay, Walmart, Salesforce Commerce Cloud, and Temu

. This is a leadership role, not a frontline customer service position. Only candidates with proven

contact center team management

and

e-commerce marketplace operations

experience will be considered.

What You'll Do

Lead and coach a team of 6-10 contact center agents handling post-purchase support across marketplace channels. Oversee escalations, A-to-Z claims, returns, shipping disputes, and customer reviews. Ensure strict compliance with marketplace SLAs and AutoShack service standards. Monitor KPIs (resolution times, satisfaction scores, claim outcomes) and provide reporting. Train, coach, and performance-manage staff to maintain high service quality. Collaborate across departments to resolve escalations and improve processes. Participate in rotating Saturday coverage.

Required Qualifications (applications without these will not be considered):

3+ years in

e-commerce, marketplace, or contact center operations

. 2+ years in a

leadership role directly managing a customer service/contact center team

. Proven ability to meet marketplace SLAs and handle escalations. Strong working knowledge of major marketplaces (

Amazon Seller Central, eBay Seller Hub, Walmart Seller Center, Salesforce Commerce Cloud, Temu Seller Platform

). CRM/ERP experience (Talkdesk, Salesforce, NetSuite, or equivalent). Excellent written and verbal communication skills (English required; French bilingualism an asset).

Preferred (but not required):

Experience managing offshore support teams. In-depth familiarity with Amazon Seller Central workflows (claims, returns, messaging, reviews). Experience leveraging Salesforce Commerce Cloud for customer-facing workflows.

Who Should Not Apply

Candidates without

direct contact center leadership experience

. Candidates whose background is limited to

shipping, logistics, or claims processing

without customer service team management.
Job Types: Full-time, Permanent

Pay: $25.00-$28.00 per hour

Expected hours: 38 - 44 per week

Benefits:

Dental care On-site parking Vision care
Work Location: In person