Case Management Team Lead (E-commerce)
New
L
LagoE-commerce
Philippines / LATAM / EE, 9AM - 5PM PSTFull-TimeLead
Salary10 - 15 USD per hour
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Job Details
- Experience
- Four to seven (4-7) years of related experience in an eCommerce setting One to two (1-2) years experience in a senior role.
- Required Skills
- LeadershipProject ManagementAnalytical SkillsCollaborationOrganizational skillsMentorship
Responsibilities
- Supervises 4-8 Case Specialists (I/II/III), including 1:1s, goal setting, performance reviews, and career development conversations.
- Coach Specialists on case-writing quality, tone with Seller Support, evidence attachment, and escalation triggers.
- Set and enforce case-handling SOPs, templates, and escalation paths; approve deviations.
- Run weekly team meetings and 1:1
- Track and report team-level KPIs (see below); drive root-cause analysis on misses.
- Maintain and evolve the Case Management playbook
- Identify recurring Seller Support failure patterns and create new solutions.
- Partner with Brand Managers on case status, client-facing updates, and high-stakes escalations.
- Coordinate with Listing Management, FBA Resolution, and Customer Service
- Represent Case Management in department planning, tooling reviews, and process improvement projects.
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