E‑Commerce CS Team Lead: Returns & Disputes

Fnt Clothing Corp.; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Fnt Clothing Corp. is seeking an experienced E‑commerce Customer Service Team Leader to guide CSR staff across Shopee, Lazada, TikTok Shop and other platforms. You will oversee daily operations, QA, escalation handling, coaching, and performance monitoring.

As decision‑maker for complex cases, you will resolve returns, refunds, replacements, and disputes in line with marketplace rules. This hands‑on role blends customer service operations with policy interpretation to protect the customer

Qualifications

• 2–3 years of experience in Customer Service, E‑commerce Customer Service, Marketplace Operations, or related roles.
• At least 1 year in a Team Leader, Supervisor, Senior CSR, or equivalent leadership role.
• Strong knowledge of Shopee and Lazada; TikTok Shop experience is a plus.

Responsibilities

• Lead and supervise the E‑Commerce CSR team and assign workload.
• Monitor cases across Shopee, Lazada, TikTok Shop, and other platforms; ensure timely resolution.
• Make policy‑driven decisions on refunds, returns, replacements, and disputes.
• Coach CSRs, conduct regular performance reviews, and provide onboarding support.
• Ensure CSRs follow marketplace policies and maintain high-quality responses.
• Collaborate with internal teams (Fulfillment, Logistics, Sales) to resolve complex cases.

Skills

Team leadership

Customer service

Decision making

Quality monitoring

Coaching

Process improvement

Education

Bachelor's degree in Business Administration, Marketing, Management, Communications, or a related field

Tools

CRM systems

Google Workspace

Ticketing systems

Excel/Sheets

Job description

Fnt Clothing Corp. is seeking an experienced E‑commerce Customer Service Team Leader to guide CSR staff across Shopee, Lazada, TikTok Shop and other platforms. You will oversee daily operations, QA, escalation handling, coaching, and performance monitoring.

As decision‑maker for complex cases, you will resolve returns, refunds, replacements, and disputes in line with marketplace rules. This hands‑on role blends customer service operations with policy interpretation to protect the customer