Case Management Team Lead – E-commerce

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

📋 Description

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

• Guides Specialists on the quality of case writing, communication tone with Seller Support, attachment of evidence, and identifying escalation triggers.

• Establish and uphold standard operating procedures (SOPs), templates, and escalation processes for case handling; authorize any deviations.

• Facilitate weekly team meetings and individual sessions.

• Monitor and report on team-level key performance indicators (KPIs); conduct root-cause analysis for any discrepancies.

• Maintain and enhance the Case Management playbook.

• Identify recurring patterns of failure in Seller Support and devise innovative solutions.

• Collaborate with Brand Managers regarding case status, client-facing updates, and critical escalations.

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

• Act as the representative for Case Management in departmental planning, tool assessments, and 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 leadership position.

• Strong mentorship and leadership abilities, demonstrating a successful history of guiding team members toward achieving their goals.

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

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

• Possesses strong project management skills, with a proven record of leading successful projects.

• Excellent organizational abilities, with the capacity to manage multiple priorities efficiently.

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

🏝️ Benefits

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

• Growth Opportunities: As a pivotal member of the team, you will have the opportunity to shape your role and advance with us.

• Innovative Culture: Become part of a team dedicated to using data to tackle challenges and achieve success in a swiftly changing market.

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