DACHSER NEW ZEALAND LIMITED is the New Zealand arm of a global logistics company that specializes in air and sea freight forwarding, supply chain orchestration, and customs clearance services.
Job Title: E-commerce Customer Success Lead
Location: Auckland, New Zealand
Job Description
We are searching for an organized, solutions-focused E-commerce Customer Success Lead to head our customer experience team in Auckland. This mid-level role is ideal for an experienced customer service agent, retail supervisor, or helpdesk representative looking to take on more responsibility in a booming digital industry.
In this role, you will ensure our online shoppers receive an excellent experience from checkout to delivery. You will handle trickier customer inquiries, monitor order fulfillment updates, keep our help center documentation clear, and help coach a small team of support agents. If you love solving order mix-ups, understand how online shopping works from a buyer's perspective, and enjoy guiding others, this position is a great fit.
Key Responsibilities
Escalation Support: Act as the main point of contact for complex customer inquiries regarding order delays, refunds, warranty claims, and shipping issues.
Team Guidance: Help oversee daily workflows for our customer service team, ensuring response times stay fast and answers remain helpful.
Order Tracking Liaison: Coordinate closely with our warehouse and third-party delivery providers to investigate lost packages or stock errors.
Platform Management: Keep our customer support platforms (like Zendesk, Gorgias, or standard email helpdesks) neat and organized, updating automated templates when necessary.
Feedback Loop: Gather frequent customer comments, reviews, and common complaints to share with marketing and inventory teams to improve our overall service.
Requirements & Qualifications
Experience: 1 to 2 years of experience in customer service, retail management, call centers, or digital support roles.
Tech Comfort: Comfortable using everyday computers, navigating online store backends (like Shopify or WooCommerce), and managing email helpdesks. Advanced technical skills are not required, as we will train you on our specific tech stack.
Problem-Solving: A calm, positive approach to handling frustrated customers and finding fair, quick solutions to order glitches.
Communication: Excellent written English for clear, friendly, and professional email and live-chat interactions.
Leadership Potential: Good organizational habits and a natural ability to support, train, and encourage teammates.
Pay: From $5,900.00 per month
Benefits:
- Child care assistance
- Employee mentoring program
- Health insurance
- Housing allowance
- Life insurance
- Professional development assistance
- Referral program
- Visa sponsorship
- Vision insurance
Work Location: In person
