Ops Team Lead - AI-Driven Seller & Vendor Support

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

Job summary

The Operations Team Leader – Seller & Vendor Support at ZALORA will guide an offshore team to meet Zendesk SLAs and high SSAT, while pushing AI and automation initiatives to reduce ticket volume. You will ensure QC processes keep rejection rates under 10% and manage 24-hour SKU QC queue within Australia-friendly hours from Metro Manila.

Responsibilities include escalation leadership, collaboration with Product and Tech to automate bottlenecks, and aligning SOPs with data-driven ticket trends for

Qualifications

• Proven leadership of offshore or remote support teams.
• Experience implementing AI/automation to reduce ticket volume.
• Strong analytical skills using Zendesk data and QC metrics.
• Ability to align with Australia business hours and practices.
• Comfort working in Metro Manila regions (Muntinlupa-Cavite Expressway area).

Responsibilities

• Lead offshore Seller & Vendor Support Specialist team to meet Zendesk SLAs and SSAT.
• Drive AI-driven solutions to deflect common inquiries and automate routing.
• Improve QC processes to keep rejection rates below 10%.
• Oversee 24-hour SKU QC queue and escalation of complex issues.
• Collaborate with Product, Tech, Seller Success, and Vendor Management to optimize SOPs.

Skills

Leadership

AI & Automation

Zendesk

Data analytics

Offshore leadership

Tools

Zendesk

AI tooling

Job description

The Operations Team Leader – Seller & Vendor Support at ZALORA will guide an offshore team to meet Zendesk SLAs and high SSAT, while pushing AI and automation initiatives to reduce ticket volume. You will ensure QC processes keep rejection rates under 10% and manage 24-hour SKU QC queue within Australia-friendly hours from Metro Manila.

Responsibilities include escalation leadership, collaboration with Product and Tech to automate bottlenecks, and aligning SOPs with data-driven ticket trends for