Case Management Team Lead – E-commerce

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversees a team of 4-8 Case Specialists (I/II/III), conducting one-on-one meetings, setting goals, performing performance evaluations, and engaging in career development discussions.

• Provides coaching to Specialists on case-writing standards, communication tone with Seller Support, evidence attachment, and triggers for escalation.

• Establishes and enforces standard operating procedures (SOPs) for case handling, including templates and escalation routes; approves any deviations.

• Facilitates weekly team meetings and individual check-ins.

• Monitors and reports on team-level key performance indicators (KPIs); conducts root-cause analyses for any shortfalls.

• Updates and enhances the Case Management playbook.

• Identifies patterns of recurring failures in Seller Support and develops innovative solutions.

• Collaborates with Brand Managers regarding case statuses, client-facing updates, and critical escalations.

• Coordinates with Listing Management, FBA Resolution, and Customer Service teams.

• Represents Case Management in departmental planning, tool assessments, and process improvement initiatives.

⛳️ Requirements

• Four to seven (4-7) years of relevant experience in an eCommerce environment.

• One to two (1-2) years of experience in a senior position.

• Strong leadership and mentoring abilities, with a demonstrated history of guiding team members toward success.

• Exhibits a thorough understanding of departmental practices, procedures, and specialized functions.

• Utilizes sound judgment in selecting methods and techniques to achieve solutions for assigned clients and projects.

• Strong project management capabilities with a proven record of leading successful initiatives.

• Exceptional organizational skills and capability to effectively manage multiple priorities.

• Strong leadership, analytical, and collaborative skills to foster team development and facilitate cross-functional success.

🏝️ Benefits

• Remote Work: Enjoy the flexibility of working from anywhere—our team is global, and we prioritize work-life balance.

• Growth Opportunities: As an essential part of our team, you'll have the opportunity to shape your role and advance within the company.

• Innovative Culture: Be part of a team enthusiastic about utilizing data to address challenges and achieve success in a fast-changing market.

• *As part of our hiring process, all candidates are kindly requested to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.*