Assistant Director - Customer Support, Compliance & Excellence

RDX Sports is a globally recognized brand with over two decades of market presence. We are looking for an Assistant Director – Customer Support, Compliance & Excellence Department to join our global team. This role is critical in driving customer service excellence, ensuring compliance with regulations, and enhancing operational efficiency across multiple e-commerce platforms, including Shopify, Amazon, and other online retail channels. Reporting to the Vice President, the selected candidate will work closely with cross-functional teams to maintain compliance, improve customer support processes, and lead initiatives that enhance service quality across our global operations. Key Responsibilities: Customer Support Management: • Oversee and optimize customer support operations across Shopify, Amazon, and other online retail platforms. • Develop and implement scalable customer support strategies to enhance user experience and retention. • Ensure that support teams meet service-level agreements (SLAs), key performance indicators (KPIs), and platform-specific guidelines. • Monitor and analyze customer feedback and implement support solutions to improve response times and efficiency. • Collaborate with supply chain and product teams to ensure customer concerns • In-depth know how and experience of CRM platforms • Knowledge of e-commerce platform operations and deep understanding of orders, returns, refund and escalations.

Compliance & Excellence Management: • Ensure full compliance with e-commerce regulations, platform policies (Amazon, Shopify, etc.), data protection laws and consumer rights. • Develop, implement, and maintain a compliance framework to prevent violations and manage risk. • Conduct internal audits, reviews, and investigations to identify compliance gaps. • Work with concerning teams to stay updated on regulatory changes affecting Amazon, Shopify, and other online marketplaces. • Oversee dispute resolution and compliance-related issues on e-commerce platforms, ensuring adherence to policies and avoiding account suspensions or penalties. • In-depth knowledge of e-commerce platforms KPI’s and SLA • Implement quality assurance (QA) programs to enhance the efficiency of customer support across various sales channels. • Develop training programs to ensure support agents have deep knowledge of Amazon, Shopify, and other marketplace requirements.

• Collaborate with supply chain, and operations teams to streamline customer support and compliance processes. • Drive innovation and process automation to improve response time and efficiency in customer interactions.