Case Management Team Lead – Amazon, E-commerce

🕒 May 11

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Lago

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🤝 B2B

🛍️ eCommerce

📡 Telecommunications

B2B • eCommerce • Telecommunications

Lago is a recruitment service that connects digital marketing agencies and businesses with top-tier global talent from emerging markets. Since 2015, Lago has specialized in providing remote staffing solutions, offering roles such as virtual assistants, social media managers, and customer support representatives. The company aims to empower both agencies and talented professionals by facilitating rewarding job opportunities while enabling businesses to grow efficiently and cost-effectively.

📋 Description

• 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 1:1 • Track and report team-level KPIs (see below); drive root-cause analysis on misses. • Maintain and evolve the Case Management playbook • Identify 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 Service • Represent Case Management in department planning, tooling reviews, and process improvement projects.

🎯 Requirements

• Four to seven (4-7) years of related experience in an eCommerce setting • One 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 success • Demonstrates excellent understanding of department practices, procedures, and specialized functions • Applies good judgment in selecting methods and techniques for obtaining solutions to assigned clients and projects • Strong project management skills with a track record of leading successful initiatives • Excellent organizational skills and the ability to manage multiple priorities effectively • Strong leadership, analytical, and collaboration skills to support both team development and cross-functional success

🏖️ Benefits

• Remote 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.