Role Description The Team Lead, Customer Service leads a team of Customer Service Specialists responsible for safeguarding the buyer and brand experience across all client storefronts. This role owns team output, quality, and development, and serves as the senior subject-matter expert on customer-facing workflows including Voice of Customer, buyer and seller messaging, feedback and review management, and inbound brand concerns. The Team Lead translates departmental strategy into daily execution, builds the systems that keep the team consistent, and develops specialists into stronger operators over time. - Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report. - Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews. - Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence. - Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases. - Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready. - Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders. - Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows. - Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities. - Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps. Qualifications - 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or remote environment. - Demonstrated ability to develop people — has promoted, coached, or built leaders from within a team. - Strong working knowledge of marketplace customer service workflows (Amazon and/or comparable platforms), including buyer messaging, reviews, feedback, and brand-protection escalations. - Comfortable owning team metrics and using data to diagnose problems and drive decisions. - Skilled in writing SOPs, training materials, and process documentation that hold up under change. - Excellent written English and clear, structured communication with both team members and senior stakeholders. - Organized, methodical, and calm under pressure; able to prioritize across competing demands without losing the thread. - Proficient with task and knowledge management tools (e.g., Asana) and quick to learn new systems. - Aligned with the company's operating principles: Try Harder, and Slow is Smooth, Smooth is Fast. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

• Manage up to 7 concurrent Shopify and eCommerce projects including: - Shopify builds - CRO initiatives - SEO retainers - Ongoing support engagements • Maintain project timelines, budgets, documentation, and delivery quality • Manage Asana boards, project schedules, risk logs, and change requests • Coordinate cross-functional collaboration between development, design, SEO, and email teams • Ensure projects stay within defined scope and performance expectations Client Relationship Management • Serve as the primary point of contact for assigned clients • Provide proactive communication and updates via Loom, email, and meetings • Lead recurring review calls and roadmap discussions • Build long-term client relationships focused on trust, transparency, and growth • Identify upsell and retainer opportunities where appropriate Team Leadership & Coordination • Facilitate weekly delivery meetings and project reviews • Allocate tasks across designers and developers • Conduct QA reviews and enforce agency standards • Support junior team members through mentorship and process guidance • Escalate risks or blockers appropriately to leadership Process & Operational Improvement • Help improve SOPs, workflows, and internal documentation • Contribute ideas for operational efficiency and process optimization • Support retrospective reviews and continuous improvement initiatives • Maintain organized project records and reporting structures Commercial & Scope Oversight • Review project changes and support budget management • Ensure projects remain aligned with business goals and profitability targets • Assist with quoting, scoping, and proposal preparation when needed

Role Description We are seeking a Shopify + Python Developer to support and expand our e-commerce infrastructure across multiple home décor brands. The ideal candidate will have strong experience with Shopify and Python development, and preferably experience with Django. This role will work closely with our lead developer to support both our Shopify environment and our custom-built backend systems. Our current infrastructure includes: - Shopify - Shopify Hydrogen - Python - Django - PostgreSQL - Custom APIs that synchronize data between our internal systems and Shopify We are looking for someone who is technically strong, adaptable, and capable of learning complex systems quickly. Qualifications - Strong hands-on experience with Shopify development - Strong Python development experience - Experience working with APIs and system integrations - Experience with PostgreSQL or relational databases - Ability to troubleshoot and solve technical issues independently - Strong English communication skills (written and verbal) (C1) - Full-time availability aligned with East Coast hours (9–5 EST) Requirements - Support Shopify storefront development - Assist with Shopify Hydrogen initiatives - Support API integrations between Shopify and internal systems - Troubleshoot Shopify-related issues - Build and maintain Python scripts and automation tools - Support Django-based backend systems - Assist with internal platform development - Work with PostgreSQL databases and data synchronization - Support product creation and catalog management workflows - Work with vendor product data imports - Help maintain accurate product data across systems - Work directly with the lead developer - Assist in solving technical issues across multiple systems - Learn and support internal infrastructure and workflows Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.

Role Description The Team Lead, Case Management is a first-line people manager accountable for the daily performance of a team of Case Specialists who file, work, and escalate Amazon Seller Support cases on behalf of clients. This role owns case throughput, resolution quality, and escalation discipline, while coaching Specialists from foundational case handling through complex multi-thread escalations. The Team Lead is the primary bridge between the Case Management function and Account Management, Listing Management, and FBA Resolution teams when issues cross functional lines. - Supervises 4-8 Case Specialists (I/II/III), including 1:1s, goal setting, performance reviews, and career development conversations. - Coaches Specialists on case-writing quality, tone with Seller Support, evidence attachment, and escalation triggers. - Sets and enforces case-handling SOPs, templates, and escalation paths; approves deviations. - Runs weekly team meetings and 1:1s. - Tracks and reports team-level KPIs; drives root-cause analysis on misses. - Maintains and evolves the Case Management playbook. - Identifies recurring Seller Support failure patterns and creates new solutions. - Partners with Brand Managers on case status, client-facing updates, and high-stakes escalations. - Coordinates with Listing Management, FBA Resolution, and Customer Service. - Represents Case Management in department planning, tooling reviews, and process improvement projects. Qualifications - Four to seven (4-7) years of related experience in an eCommerce setting. - One to two (1-2) years experience in a senior role. - Strong leadership and mentorship skills, with a proven track record of guiding team members to success. - Demonstrates excellent understanding of department practices, procedures, and specialized functions. - Applies good judgment in selecting methods and techniques for obtaining solutions to assigned clients and projects. - Strong project management skills with a track record of leading successful initiatives. - Excellent organizational skills and the ability to manage multiple priorities effectively. - Strong leadership, analytical, and collaboration skills to support both team development and cross-functional success. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates are kindly asked to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.