Customer Support Leader

Customer Support Leader (Amz/Etsy) is responsible for managing the CS Team activities, which include CS Procedure, fulfillment, and other responsibilities, effectively and efficiently. You will lead the customer service team and provide the best customer service to our customers.
Receive and process orders using the company's system, work with suppliers to track them.
Coordinate with relevant departments and partners to quickly resolve difficulties that arise during the transportation of orders.
Propose optimal solutions for the team's workflow.
Handle customer complaints, and provide appropriate solutions and alternatives within the time limits via email in a professional manner.
Maintaining a positive, empathetic, and professional attitude toward customers at all times, ensure customer satisfaction and provide professional customer support.
Keep records of issues/problems from customers.
Work closely with other departments if customers are having problems with the product (feedback, request ...)
Monitor and improve processes to improve KPIs, customer experience, and work productivity
Forecast of daily workload and peak time, plan to complete backlog but still maintain KPIs