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Requirements and responsibilities
Case Management Team LeadDescriptionThe Team Lead, Case Management is a first-line people manager accountable for the daily performance of a team of Case Specialists who file, work, and escalate Amazon Seller Support cases on behalf of our clients. This role owns case throughput, resolution quality, and escalation discipline, while coaching Specialists from foundational case handling through complex multi-thread escalations. The Team Lead is the primary bridge between the Case Management function and Account Management, Listing Management, and FBA Resolution teams when issues cross functional lines.Key Responsibilities:Supervises 4-8 Case Specialists (I/II/III), including 1:1s, goal setting, performance reviews, and career development conversations.Coach Specialists on case-writing quality, tone with Seller Support, evidence attachment, and escalation triggers.Set and enforce case-handling SOPs, templates, and escalation paths; approve deviations.Run weekly team meetings and 1:1Track and report team-level KPIs (see below); drive root-cause analysis on misses.Maintain and evolve the Case Management playbookIdentify recurring Seller Support failure patterns and create new solutions.Partner with Brand Managers on case status, client-facing updates, and high-stakes escalations.Coordinate with Listing Management, FBA Resolution, and Customer ServiceRepresent Case Management in department planning, tooling reviews, and process improvement projects.RequirementsFour to seven (4-7) years of related experience in an eCommerce settingOne to two (1-2) years experience in a senior role.Strong leadership and mentorship skills, with a proven track record of guiding team members to successDemonstrates excellent understanding of department practices, procedures, and specialized functionsApplies good judgment in selecting methods and techniques for obtaining solutions to assigned clients and projectsStrong project management skills with a track record of leading successful initiativesExcellent organizational skills and the ability to manage multiple priorities effectivelyStrong leadership, analytical, and collaboration skills to support both team development and cross-functional successBenefitsRemote Work: Work from anywhere—our team is global, and we value work-life balance.Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.As part of our recruitment process, all candidates are kindly asked to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.
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