Senior Customer Service (SCS) Lead, Retail Customer Care

Minimum Qualifications

Minimum 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development Demonstrated ability to foster a positive, supportive, and high-performing team environment, prioritizing team well-being and engagement Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued Proven track record in identifying and translating insights from customer interactions into impactful process improvements Superior analytical and problem-solving abilities Experience in process re-engineering and project management Demonstrated ability to make sound, consistent decisions that balances customer experiences while protecting organization’s interests and policies. Capacity to navigate ambiguity and provide clear direction Outstanding communication and interpersonal skill Fluent in English and Korean to support the language specific market May require working non-standard business hours such as evenings and weekends