Team Leader, AI-Driven Seller & Vendor Support

zalora; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

ZALORA Philippines is seeking a Team Leader for Seller & Vendor Support to lead an offshore specialist team, ensuring inbound Zendesk inquiries meet SLAs and SSAT targets. This role focuses on driving AI and automation to reduce ticket volume and maintain high quality control, while acting as the primary escalation point for complex issues.

Candidate will partner with Product and Tech to deploy AI tools, optimize workflows, and keep QC rejection rates below 10% through data-driven SOP updates

Qualifications

• Proven leadership of high-volume offshore support teams.
• Experience implementing AI-driven Zendesk automations and chatbots.
• Strong data-driven approach to identify bottlenecks and drive improvements.
• Excellent problem-solving skills with understanding of backend tools.

Responsibilities

• Lead offshore Seller & Vendor Support Specialists to meet SLAs and SSAT targets.
• Drive AI and automation initiatives to deflect common inquiries.
• Optimize QC processes to keep rejection rates under 10% KPI.
• Oversee daily SKU QC queue and ensure 24-hour approvals.
• Escalate complex issues and partner with Product/Tech to automate processes.
• Collaborate with Seller Success and Vendor Management to align support strategies.

Skills

Leadership

AI & Automation

Data analysis

Problem solving

Tools

Zendesk

Automation tools

Job description

ZALORA Philippines is seeking a Team Leader for Seller & Vendor Support to lead an offshore specialist team, ensuring inbound Zendesk inquiries meet SLAs and SSAT targets. This role focuses on driving AI and automation to reduce ticket volume and maintain high quality control, while acting as the primary escalation point for complex issues.

Candidate will partner with Product and Tech to deploy AI tools, optimize workflows, and keep QC rejection rates below 10% through data-driven SOP updates