Job Profile:

The 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, optimising Quality Control (QC) processes to keep rejection rates below 10%, and acting as the primary escalation point for complex issues.

Key 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 optimisation) within Zendesk to deflect and reduce the volume of common ticket inquiries.
• Optimise 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.

Required Competencies: 

• 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.

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world’s leader in online fashion for emerging markets. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed 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.