Warehouse CS Team Lead — Ops, Escalations & Analytics

Cainiao; Meycauayan; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cainiao is hiring a Customer Service Team Lead in Meycauayan, Philippines. You will manage daily CS operations for cross-border orders, set scripts and SOPs, and oversee training to enhance product knowledge and communication.

You will handle escalations with warehouse, logistics, and finance to resolve issues quickly, monitor CSAT/NPS, and drive process improvements in warehouse workflows. Mandarin is a plus and strong English required.

Qualifications

• 3-5 years of experience in cross-border e-commerce customer service, including 1-2 years in team management.
• Native or near-native English proficiency with strong cross-cultural communication; Mandarin is a plus.

Responsibilities

• Oversee daily CS operations, scheduling, and performance evaluations of the CS team; establish scripts and SOPs; conduct regular training on product knowledge and communication skills.
• Manage complex customer complaints (lost packages, damage, delays); coordinate with warehouse, logistics, and finance to resolve rapidly, minimizing disputes and costs.
• Monitor key metrics (Response Time, Resolution Rate, CSAT/NPS) to ensure compliance with standards.
• Analyze complaint data to identify pain points and drive improvements in warehouse workflows or system functions to reduce complaints at the source.
• Maintain relationships with local e-commerce platforms (e.g., Lazada, Shopee, TikTok Shop); handle platform liability judgments and violation appeals promptly.

Skills

Team management

Cross-border e-commerce

Customer service

Cross-cultural communication

English proficiency

Mandarin is a plus

CRM systems

Excel data analysis

Emotional intelligence

Tools

CRM systems

Excel

Job description

Cainiao is hiring a Customer Service Team Lead in Meycauayan, Philippines. You will manage daily CS operations for cross-border orders, set scripts and SOPs, and oversee training to enhance product knowledge and communication.

You will handle escalations with warehouse, logistics, and finance to resolve issues quickly, monitor CSAT/NPS, and drive process improvements in warehouse workflows. Mandarin is a plus and strong English required.