Job Description

The Operations Team Leader – Seller & Vendor Support is responsible for leading and managing the offshore specialist team to ensure they meet daily inbound Zendesk inquiry SLAs and maintain high Satisfaction (SSAT) scores. A core focus of this leadership role is driving AI and automation initiatives to deflect common ticket inquiries, optimizing Quality Control (QC) processes to keep rejection rates below 10%, and acting as the primary escalation point for complex issues.

RESPONSIBILITIES:

• Lead and manage the offshore Seller & Vendor Support Specialist team, ensuring they meet daily inbound Zendesk inquiry SLAs (first reply and resolution) and maintain high Satisfaction (SSAT) scores.
• Drive AI and Automation Initiatives: Proactively identify and implement AI-driven solutions (such as chatbots, automated ticket routing, and macro optimization) within Zendesk to deflect and reduce the volume of common ticket inquiries.
• Optimize Quality Control (QC) Processes: Analyze SKU rejection trends and implement process improvements or automated checks to help the team ensure the QC rejection rate stays well below the 10% KPI.
• Oversee the execution of the daily SKU QC queue, ensuring the team consistently meets the strict 24-hour approval SLA.
• Act as the primary point of escalation for the offshore team when dealing with complex issues, product-related concerns, or Vendor bookings.
• Partner with Product and Tech teams to deploy AI tools, advocate for system enhancements, and automate manual processes that currently cause operational bottlenecks.
• Collaborate with Seller Success and Vendor Management leadership to align support strategies, streamline escalation pathways, and continuously update Standard Operating Procedures (SOPs) based on data-driven ticket trends.
• Work alongside internal stakeholders to review QC guidelines and build automated feedback loops that educate Sellers, thereby directly improving the QC rejection rate.

REQUIREMENTS:

• AI & Automation expertise: Proven ability to implement and optimize AI support tools, chatbots, and advanced Zendesk automations to reduce ticket volume.
• Strong leadership and team management skills, with experience overseeing high-volume offshore support teams.
• Data-driven analytical skills: Ability to analyze Zendesk reporting and QC metrics to identify operational bottlenecks and drive continuous process improvement.
• Excellent problem-solving skills, with a deep understanding of backend platform tools.
• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area.
• This role will support stakeholders based in Australia and will follow Australian business hours.
• The successful candidate must be amenable to working an Australian time zone schedule, which may require early morning shifts in the Philippines.
• The role will observe Australian public holidays, which may differ from Philippine holidays. Work schedules and leave arrangements will be managed based on operational requirements.
• The candidate must be flexible to adjust working hours in line with Australian daylight-saving changes, where applicable.

Wonder how it's like to build your career with ZALORA? Inspired by employees, we believe you'll be in for:

• An exciting platform to make your success story
• Have the utmost care for your mental and physical wellbeing
• Flexibility weaved into your lifestyle
• A seamless work environment with a friendly & team-fueled culture
• Career growth aligned to your professional and personal needs and goals

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The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

THE ICONIC Story

THE ICONIC is the number one fashion and lifestyle destination in Australia and New Zealand. At THE ICONIC we believe it’s all about the people. Our customer focus is matched by the empowerment and support we give our employees and partners who make what we do possible. Our Buying team works collaboratively to liberate and inspire our customers, selecting the best and latest products from the most desirable brands. This team is creative, analytical and absolutely customer-focused. Our Buying team lives and breathes fashion.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using, processing, and disclosing the personal data contained in your application and any supporting documents for recruitment-related purposes, including assessing and evaluating your suitability for the present role and for other positions and career opportunities within ZALORA. Your personal data may be shared within the ZALORA Group and with authorized third-party service providers on a need-to-know basis for these purposes.

Where applicable, your personal data may also be stored or processed on systems or servers operated by ZALORA’s service providers, including providers located outside the jurisdiction in which your data was collected. You may request access to or correction of your personal data held by ZALORA by contacting the relevant ZALORA contact point or Data Protection Officer.