E-Commerce CS Team Leader

Job Overview We are looking for an experienced and decision-oriented E-Commerce Customer Service Team Leader who will lead and manage our Customer Service Representatives handling customer concerns across Shopee, Lazada, TikTok Shop, and other assigned e-commerce platforms. The Team Leader will be responsible for the daily supervision of the CSR team, quality checking of customer cases, escalation management, coaching, performance monitoring, and resolution of complex customer concerns. A key responsibility of this position is to act as the decision-maker for critical and escalated cases, particularly involving returns, refunds, replacements, damaged or incorrect items, delivery disputes, cancellations, and marketplace claims. The ideal candidate must have a strong understanding of e-commerce marketplace policies and seller protection/dispute processes and be capable of determining whether a case should be approved, rejected, escalated, investigated further, or coordinated with another department. This is a hands-on leadership position for someone who understands both customer service operations and e-commerce marketplace policies. Key Responsibilities 1. Lead and Manage the E-Commerce CSR Team - Supervise the daily activities of the E-Commerce Customer Service Representatives. - Assign and distribute customer cases and workload among team members. - Monitor the team's pending cases and ensure concerns are addressed within required timelines. - Ensure CSRs provide accurate, professional, and solution-oriented responses. - Monitor team attendance, productivity, workload, and overall performance. - Conduct regular team meetings, coaching, and performance discussions. - Provide guidance to CSRs when they encounter difficult or unfamiliar customer cases. - Support new team members through onboarding and process training. 2. Monitor Shopee, Lazada & Other Marketplace Cases - Regularly review and monitor customer cases across Shopee, Lazada, TikTok Shop, and other assigned e-commerce platforms. - Review cases involving return requests, refund requests, replacement requests, damaged products, wrong items received, missing items, incomplete orders, failed deliveries, delivery delays, order cancellations, product quality complaints, customer disputes, seller/buyer claims, platform-generated cases, payment-related concerns, and other after-sales concerns. - Ensure that every case is properly investigated and handled according to company policy and marketplace rules. 3. Decision-Maker for Critical Cases - Act as the primary escalation point for complex or sensitive customer concerns. - Determine the appropriate course of action for cases such as refund approval, partial refund, full refund, replacement, return approval, return rejection, reshipment, order cancellation, customer compensation, and escalations to marketplace, management, or other departments. - Verify available evidence such as customer conversation, order information, product details, photos/videos submitted, packing evidence, waybill information, delivery records, warehouse records, previous communication, and platform policy. 4. E-Commerce Policy & Dispute Management - Maintain strong working knowledge of Shopee, Lazada, and TikTok Shop customer service and seller policies. - Stay updated on changes to marketplace rules, return/refund policies, dispute procedures, seller protection, and platform penalties. - Review marketplace disputes and determine the appropriate response, preparing and submitting evidence within required timelines. - Escalate high-value, sensitive, fraudulent, or potentially damaging cases to Management. 5. Case Investigation & Quality Checking - Conduct regular quality checks of CSR-handled cases to ensure proper investigation and policy application. - Identify incorrect decisions, unnecessary refunds, incorrect replacements, and improper escalations, providing immediate correction and coaching. 6. Return, Refund & Replacement Management - Oversee and monitor all significant return, refund, and replacement cases, ensuring decisions are consistent, documented, and supported by evidence. 7. Coordination with Internal Departments - Work closely with Order Fulfillment / Warehouse, Logistics, Inventory, Sales / E-Commerce Team, Accounting / Finance, and Management to resolve operational issues and investigate discrepancies. 8. CSR Performance Management - Monitor key CSR performance indicators including response time, resolution time, customer satisfaction, case accuracy, pending cases, escalation rate, and productivity, preparing daily, weekly, and monthly reports. 9. Coaching & Training - Conduct regular coaching sessions with CSRs to address individual performance gaps and train them on marketplace policies, communication, and escalation procedures. 10. SOP & Process Improvement - Develop and improve CSR SOPs, workflows, scripts, templates, and escalation procedures, establishing a structured Return / Refund / Replacement Decision Matrix. 11. Fraud & High-Risk Case Monitoring - Identify suspicious or unusual customer behavior, repeated claims, and possible abuse of policies, escalating suspected fraudulent or high-risk cases. 12. Customer Experience Management - Ensure customers receive timely, professional, and accurate responses, maintaining a balance between customer satisfaction and company protection. Qualifications - Bachelor's degree in Business Administration, Marketing, Management, Communications, or a related field is preferred. - At least 2–3 years of experience in Customer Service, E-Commerce Customer Service, Marketplace Operations, or related roles. - At least 1 year of experience as a Team Leader, Supervisor, Senior CSR, or equivalent leadership role. - Strong hands-on experience with Shopee and Lazada is highly preferred; TikTok Shop experience is an advantage. - Strong knowledge of e-commerce returns, refunds, replacements, cancellations, disputes, and seller claims. - Excellent written communication skills, attention to detail, strong decision-making, and problem-solving abilities. - Proficient in Google Workspace / Microsoft Office, particularly Excel or Google Sheets. - Experience using Duoke, MiDuoke, SaleSmartly, ticketing systems, or CRM tools is an advantage.