Team Lead, Marketplace Ordering & Trade

About This Opportunity

We are representing a confidential e-commerce organization in their search for a Team Lead, Marketplace Ordering & Trade. Our client operates at the intersection of design, technology, and commerce, serving both consumer and trade/B2B customers. This is a hands-on leadership role responsible for driving daily performance, coaching team members, and building the infrastructure needed to scale their growing trade business.

As Team Lead, you'll manage the day-to-day operations of a customer experience team focused on ordering and trade support, while also partnering with senior leadership to design the team structure, training programs, and workflows required as the trade segment expands. This role blends people leadership with operational execution and requires someone who can drive measurable business outcomes while developing talent.

Responsibilities

• Provide day-to-day management of the Ordering & Trade CX team, ensuring performance objectives such as CSAT, response time, and resolution time are consistently met
• Deliver regular coaching and development to CX Associates through performance check-ins, constructive feedback, and recognition that drives engagement
• Monitor daily team productivity, make tactical adjustments to meet targets, and serve as final escalation point for complex client and trade partner issues
• Monitor, analyze, and report on key performance indicators and operational metrics; compile weekly and monthly reports and proactively flag trends and risks to leadership
• Partner with leadership to build and scale trade-specific team structure as the business grows, defining staffing plans, specialized workflows, and role structures
• Design and lead onboarding, certification, and ongoing training programs for trade partner support, including trade account structures, bulk/PO-based ordering, and trade-specific policies
• Build and deliver training on post-purchase sales opportunities (upsell, protection plans, reorders, design services), then track and coach to that performance alongside traditional CX metrics
• Partner with Sales, Merchandising, and Trade teams to build feedback loops and develop recommendations on headcount, sub-team specialization, and staffing models as volume grows
• Proactively identify and lead process improvements across ordering and trade support workflows, partnering with leadership and logistics partners to resolve operational issues
• Support strategic projects that improve the customer and trade partner ordering experience while upholding company policies and advocating for client needs

What We're Looking For

• 2+ years of experience in Customer Experience, Operations, or related role, ideally with exposure to trade, wholesale, or B2B-adjacent ordering
• 2+ years of proven people leadership experience coaching, developing, and leading a team of direct reports, with a track record of driving business outcomes through effective team management
• Experience building or scaling teams as business needs evolve (defining new roles, staffing plans, training programs)
• Practical experience using modern CX technology (Zendesk, Salesforce Service Cloud, or similar platforms)
• Basic functional understanding of fulfillment operations and logistics workflows
• Strong analytical and communication skills to drive team performance through data-informed coaching
• Problem-solving mindset: you figure out what's broken and act on it, rather than waiting to be told what's next
• Ownership mentality: you move fast, take real accountability for outcomes, and hold yourself to a high standard
• Collaborative approach: low-ego, no-drama style that gets things done across teams
• Curiosity about AI-assisted tools and openness to adopting new technology (no existing expertise required)
• Bonus: experience with post-purchase sales, upsell, or attachment programs

Location: Remote within the United States (specific states: AL, CA, CO, CT, FL, GA, IL, IN, KS, ME, MD, MA, MI, MN, MO, MT, NV, NJ, NY, NC, OH, OR, PA, TN, TX, UT, VT, VA, WA)

Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis. No sponsorship is available.

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening conversation. If there's a strong mutual fit, we'll submit your candidacy to our client for consideration and guide you through their interview process. Please apply exclusively through Get A Job.ai and do not contact the client directly.

Pay

Pay via Get A Job.ai: $50,000–$60,000/year

Our client offers generous PTO, volunteer days off, comprehensive health benefits (Medical, Dental, Vision, Disability), 401(k) with company match, paid parental leave, plus additional perks including employee discounts and service credits.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We make hiring decisions without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.