Operations Lead: AI-Driven Seller & Vendor Support

BF JADE E-SERVICES PHILIPPINES INC.; Cavite City; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

BF JADE E-SERVICES PHILIPPINES INC. is seeking an Operations Team Leader – Seller & Vendor Support to lead an offshore specialist team, ensuring Zendesk SLAs and high SSAT scores.

The role focuses on AI/automation and QC improvements, keeping rejection rates below 10% and maintaining a strict 24-hour SKU QC SLA. You will partner with Product and Tech to deploy AI tools, automate bottlenecks, and align with Australia-based stakeholders on Australian business hours.

Qualifications

• Experience leading offshore high-volume support teams.
• Ability to analyze Zendesk reports and QC metrics to drive improvements.
• Strong problem-solving skills and backend tool understanding.
• Able to work Australian business hours from the Philippines.
• Amenable to Metro Manila area (MCX) relocation or onsite work.

Responsibilities

• Lead and manage offshore Seller & Vendor Support Specialist team to meet Zendesk SLAs and SSAT targets.
• Drive AI and automation initiatives to deflect common inquiries.
• Optimize QC processes to keep rejection rates under 10%.
• Oversee daily SKU QC queue and 24-hour approval SLA.
• Escalate complex issues and collaborate with Product/Tech to remove bottlenecks.
• Align support strategies with Seller Success and Vendor Management; update SOPs.
• Work with stakeholders to review QC guidelines and automate feedback to Sellers.

Skills

AI & Automation

Leadership

Data analytics

Problem solving

Australian time zone

Job description

BF JADE E-SERVICES PHILIPPINES INC. is seeking an Operations Team Leader – Seller & Vendor Support to lead an offshore specialist team, ensuring Zendesk SLAs and high SSAT scores.

The role focuses on AI/automation and QC improvements, keeping rejection rates below 10% and maintaining a strict 24-hour SKU QC SLA. You will partner with Product and Tech to deploy AI tools, automate bottlenecks, and align with Australia-based stakeholders on Australian business hours.