Offshore Leader, AI-Driven Seller & Vendor Support

ZALORA Group; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ZALORA Group is seeking an Operations Team Leader – Seller & Vendor Support to lead an offshore specialist team and ensure Zendesk SLAs and high SSAT scores. A core focus is driving AI and automation to deflect routine inquiries while keeping QC rejection rates under 10% and serving as the primary escalation point for complex issues.

The role partners with Product and Tech to deploy AI tools, aligns SOPs with data trends, and adapts schedules to Australian business hours, which may require early

Qualifications

• Experience implementing AI in customer support.
• Strong leadership of high-volume offshore teams.
• Data-driven approach to optimize processes.

Responsibilities

• Lead and manage offshore Seller & Vendor Support Specialists to meet Zendesk SLAs (first reply and resolution) and maintain high SSAT scores.
• Drive AI and automation initiatives to deflect common tickets and optimize ticket handling.
• Analyze SKU reconciliation and QC metrics to keep rejection rates below 10% and ensure the 24-hour QC queue SLA.
• Escalate complex issues and coordinate with Product and Tech to deploy AI tools and automate bottlenecks.
• Collaborate with Seller Success and Vendor Management to align support strategies and update SOPs based on data trends.
• Adjust work schedules to align with Australian business hours and holidays, while coordinating with Philippine-based teams.

Skills

AI & Automation

Leadership

Zendesk

Data Analytics

Offshore Team

Tools

Zendesk

Job description

ZALORA Group is seeking an Operations Team Leader – Seller & Vendor Support to lead an offshore specialist team and ensure Zendesk SLAs and high SSAT scores. A core focus is driving AI and automation to deflect routine inquiries while keeping QC rejection rates under 10% and serving as the primary escalation point for complex issues.

The role partners with Product and Tech to deploy AI tools, aligns SOPs with data trends, and adapts schedules to Australian business hours, which may require early