Customer Service Team Leader | E-Commerce

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 .

• 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.

Regularly review and monitor customer cases across:

• Shopee

• Lazada

• TikTok Shop

• 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

• Other after-sales concerns

Ensure that every case is properly investigated and handled according to company policy and marketplace rules .

Act as the primary escalation point for complex or sensitive customer concerns.

The Team Leader will 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, when applicable

• Escalation to marketplace

• Escalation to management

• Investigation by Warehouse / Fulfillment

• Investigation by Logistics

• Investigation by other concerned departments

Before making a decision, the Team Leader must verify available evidence such as:

• Customer conversation

• Order information

• Product details

• Photos/videos submitted by customer

• Packing evidence

• Waybill information

• Delivery records

• Warehouse records

• Previous customer communication

• Marketplace case information

• Applicable platform policy

The objective is to make fair, accurate, and policy-compliant decisions while protecting both the customer experience and the company's interests.

• 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.

• Prepare and submit appropriate evidence for seller disputes and claims.

• Ensure that cases are filed within the required platform timelines.

• Identify cases where the company may be at risk of losing a dispute.

• Escalate high-value, sensitive, fraudulent, or potentially damaging cases to Management.

• Ensure CSRs follow marketplace policies when communicating with customers.

• Conduct regular quality checks of CSR-handled cases.

• Review whether the CSR properly investigated the customer's concern before providing a resolution.

• Verify whether the correct policy was applied.

• Check the accuracy and completeness of customer responses.

• Identify incorrect decisions, unnecessary refunds, incorrect replacements, and improper escalations.

• Correct errors and provide immediate coaching.

• Maintain a record of recurring errors and training needs.

Oversee and monitor all significant return, refund, and replacement cases.

Ensure CSRs properly determine:

Is the customer entitled to a refund?

Should the item be returned first?

Should the product be replaced?

Is the concern caused by the warehouse, courier, seller, customer, or marketplace?

What evidence is required?

Does marketplace policy support the company's position?

Should the case be escalated?

Ensure decisions are consistent, documented, and supported by evidence.

Work closely with:

• Verify packing and fulfillment issues.

• Investigate wrong, missing, incomplete, or damaged orders.

• Check packing evidence when available.

• Coordinate replacement or reshipment.

• Investigate delivery-related concerns.

• Coordinate failed deliveries, delays, damaged parcels, and delivery disputes.

• Verify courier-related information.

• Confirm product availability for replacement requests.

• Coordinate replacement items and stock availability.

• Escalate recurring customer or product concerns.

• Provide feedback regarding product complaints and customer behavior.

• Coordinate concerns involving approved refunds and financial adjustments.

• Escalate high-value, sensitive, fraudulent, or unusual cases.

• Provide recommendations for difficult customer cases.

Monitor key CSR performance indicators, including:

• Response Time

• Resolution Time

• Customer Satisfaction

• Resolution Rate

• Case Accuracy

• Pending Cases

• Escalation Rate

• Refund Accuracy

• Return Processing Accuracy

• Customer Complaint Rate

• Marketplace Rating

• Chat Response Rate

• Case Backlog

• Productivity

Prepare daily, weekly, and monthly performance reports when required.

• Conduct regular coaching sessions with CSRs.

• Identify individual performance gaps.

• Develop corrective action and coaching plans.

• Train CSRs on:

  • Marketplace policies

  • Customer communication

  • Return/refund procedures

  • Dispute handling

  • Case investigation

  • Evidence gathering

  • Escalation procedures

  • Internal SOPs

• Conduct case reviews using actual customer situations as training examples.

• Ensure CSRs understand not only what to do , but also why a particular decision should be made .

• Develop and improve CSR SOPs, workflows, scripts, templates, and escalation procedures.

• Identify recurring customer complaints and determine their root causes.

• Recommend improvements to reduce:

  • Repeat complaints

  • Unnecessary refunds

  • Incorrect replacements

  • Customer escalations

  • Marketplace disputes

  • Case backlogs

• Establish clear escalation guidelines for CSRs.

• Create a structured Return / Refund / Replacement Decision Matrix .

• Identify suspicious or unusual customer behavior.

• Monitor repeated refund, return, replacement, or missing-item claims.

• Review customer history when necessary.

• Identify possible abuse of marketplace return/refund policies.

• Escalate suspected fraudulent or high-risk cases to Management.

• Ensure decisions are based on evidence and applicable platform policies.

• Ensure customers receive timely, professional, and accurate responses.

• Handle highly escalated or sensitive customers when necessary.

• Maintain a balance between customer satisfaction and company protection .

• Ensure that CSRs do not make promises or commitments outside approved company policies.

• Identify opportunities to improve the overall customer journey.

• 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.

• Experience with TikTok Shop is an advantage.

• Strong knowledge of e-commerce returns, refunds, replacements, cancellations, disputes, and seller claims .

• Experience handling high-volume customer cases.

• Strong decision-making and problem-solving skills.

• Excellent written communication skills.

• Strong attention to detail.

• Comfortable reviewing evidence and making case-based decisions.

• Strong leadership and coaching skills.

• Able to work under pressure and manage multiple escalations simultaneously.

• Proficient in Google Workspace / Microsoft Office, particularly Excel or Google Sheets.

Candidates with experience in the following are strongly encouraged to apply:

• E-Commerce Customer Service

• Shopee Customer Service

• Lazada Customer Service

• TikTok Shop Customer Service

• Marketplace Operations

• E-Commerce Operations

• Customer Service Team Leader

• Customer Service Supervisor

• Returns & Refunds

• Dispute Resolution

• Seller Claims

• Order Fulfillment

• After-Sales Support

• Online Retail

• E-Commerce Retail

Experience using Duoke, MiDuoke, SaleSmartly, customer service ticketing systems, CRM systems, or other omnichannel customer service tools is an advantage.