# Assistant Director - Customer Support, Compliance & Excellence

> iGATE Technology · Islamabad, Pakistan · Full-time · Posted 2025-03-19

**Workplace:** on_site

**Department:** Customer Support

## Description

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.

## Requirements

-   Bachelor’s or Master’s degree in Business, Law, Marketing, or a related field.
-   Proven experience in customer support and compliance management within a global e-commerce business.
-   Strong working knowledge of Shopify, Amazon, and other online retail marketplaces.
-   Experience in managing large, global customer support teams.
-   In-depth understanding of e-commerce compliance requirements, platform policies, and international regulations.
-   Fluency in oral and written English is a must.

## Benefits

⛽ Fuel Allowance

🏥 Medical Insurance

🍽 Free Lunch Facility (In-house)

🏋‍♂️ GYM Passport (Panel Gym's Free of Cost)

💰 Participatory Fund

💲 Market Competitive Salary

💻 Learning & Challenging Work Environment

👨‍💻 Amazing Work Culture

🛫 Paid Time off

👨‍👩‍👧‍👦 Group Life Insurance

💸 Gratuity

⏳ Maternity Leaves and many more

## Apply

[Apply at iGATE Technology](https://apply.workable.com/igate-technologies/j/AB52417BEE/apply)

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