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Amazon Case Management Team Lead (E-commerce)

1 hour, 24 minutes ago
Anywhere, Latin America, Philippines
Full-time
Senior
Customer Support
Project and Program Management
E-commerce
Apply Now
lago

lago

lago connects talented individuals from emerging markets with high-quality remote job opportunities, facilitating professional growth and increased earnings for both workers and agencies.

Professional Services
View All Jobs 41

Description

  • Supervise a team of 4-8 Case Specialists through 1:1s, goal setting, performance reviews, and career development conversations.
  • Coach Specialists on case-writing quality, tone, evidence attachment, and escalation triggers.
  • Set and enforce case-handling SOPs, templates, and escalation paths, and approve deviations when needed.
  • Run weekly team meetings and regular 1:1s with team members.
  • Track, report, and analyze team KPIs, including root-cause analysis on missed targets.
  • Maintain and improve the Case Management playbook.
  • Identify recurring Seller Support failure patterns and develop new solutions.
  • Partner with Brand Managers on case status updates and high-stakes escalations.
  • Coordinate with Listing Management, FBA Resolution, and Customer Service teams on cross-functional issues.
  • Represent Case Management in department planning, tooling reviews, and process improvement initiatives.

Requirements

  • 4-7 years of related experience in an eCommerce setting.
  • 1-2 years of experience in a senior role.
  • Strong leadership and mentorship skills with a proven track record of guiding team members to success.
  • Excellent understanding of department practices, procedures, and specialized functions.
  • Ability to apply good judgment in selecting methods and techniques to solve client and project issues.
  • 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 team development and cross-functional success.

Benefits

  • Remote work from anywhere with a global team.
  • Full-time schedule, Monday through Friday, 9 AM to 5 PM PST.
  • Opportunities for growth and role shaping within the company.
  • A data-driven, innovative culture focused on solving challenges and driving success.
  • USD salary of $10-$15 per hour.

Interested in this position?

Apply directly on the company website

Apply Now

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