Team Lead, Seller & Vendor Support — AI-Driven Operations

BF JADE E-SERVICES PHILIPPINES INC.; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ZALORA in the Philippines is seeking a Team Leader, Seller & Vendor Support to guide an offshore specialist team, ensure Zendesk SLAs, and maintain high SSAT scores. The role focuses on driving AI and automation initiatives to deflect common inquiries and improve overall service quality.

You will partner with Product and Tech to deploy AI tools, optimize QC processes, and align escalation paths with Seller Success and Vendor Management in the Metro Manila area.

Qualifications

• AI and automation expertise to reduce ticket volume and improve efficiency.
• Proven leadership of high-volume offshore support teams.
• Strong data-driven mindset with Zendesk metrics knowledge.
• Excellent problem-solving and backend tool understanding.
• Willingness to work in Metro Manila area (MCX corridor).

Responsibilities

• Lead and manage offshore Seller & Vendor Support team to meet Zendesk SLAs and SSAT scores.
• Drive AI-driven solutions like chatbots and automated ticket routing.
• Improve QC processes to keep rejection rates under 10% KPI.
• Oversee daily SKU QC queue and 24-hour approval SLA.
• Escalate complex issues and coordinate with Product and Tech teams.
• Collaborate with Seller Success and Vendor Management to refine SOPs.

Skills

AI & Automation

Leadership

Data analytics

Problem-solving

Backend tool knowledge

Tools

Zendesk

Automation tools

Job description

ZALORA in the Philippines is seeking a Team Leader, Seller & Vendor Support to guide an offshore specialist team, ensure Zendesk SLAs, and maintain high SSAT scores. The role focuses on driving AI and automation initiatives to deflect common inquiries and improve overall service quality.

You will partner with Product and Tech to deploy AI tools, optimize QC processes, and align escalation paths with Seller Success and Vendor Management in the Metro Manila area.