Case Management Team Lead ( Amazon or E-commerce)

2 hours, 5 minutes ago
Full-time
Senior
Project and Program Management
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

Description

  • Supervise a team of 4-8 Case Specialists, including 1:1s, goal setting, performance reviews, and career development conversations.
  • Coach Specialists on case-writing quality, Seller Support tone, evidence attachment, and escalation triggers.
  • Set, enforce, and approve deviations from case-handling SOPs, templates, and escalation paths.
  • Run weekly team meetings and regular 1:1s to support performance and alignment.
  • Track and report team-level KPIs and lead root-cause analysis on performance misses.
  • Maintain and evolve the Case Management playbook.
  • Identify recurring Seller Support failure patterns and develop new solutions.
  • Partner with Brand Managers on case status, client 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 projects.

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.
  • Good judgment in selecting methods and techniques for solving assigned 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 analytical and collaboration skills to support team development and cross-functional success.

Benefits

  • Remote work from anywhere with a global team.
  • Work-life balance supported in a remote environment.
  • Growth opportunities to shape the role and grow with the company.
  • Innovative, data-driven culture focused on solving challenges and driving success.

Interested in this position?

Apply directly on the company website

Apply Now

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