E-commerce Customer Support Team Lead – QA & Escalations

Job Description
We are looking for an experienced and process-driven E-commerce Customer Support Team Lead to oversee agent performance, maintain quality standards, and handle escalated customer concerns. This role is critical in ensuring our support team operates efficiently, consistently, and in alignment with company policies.

Key Responsibilities
* QA & Performance Management
* Monitor and review daily and weekly agent performance metrics, including ticket handle time, resolution time, and tickets handled per hour
* Conduct regular ticket audits to evaluate each agent's accuracy, clarity, policy adherence, proper Google Forms updates, correct ticket merging, and overall communication quality
* Select 5–10 tickets per agent for structured QA scoring
* Complete and update QA scorecards based on ticket reviews
* Upload completed QA scorecards to the performance dashboard
* Provide weekly feedback summaries per agent and use findings to drive coaching and performance improvement
* Escalations & Agent Support
* Serve as the primary escalation point for complex customer issues raised by agents
* Assist agents in real time via general chat and Tondo Fulfillment chat
* Handle sensitive customer requests including order cancellations, order creation and exchanges, order edits, refund processing, and returns management
* Shopify Order Monitoring
* Monitor unfulfilled orders in Shopify and identify those that have remained unfulfilled for an extended period
* Take appropriate follow-up actions to resolve fulfillment delays

What We're Looking For
* Prior experience in e-commerce customer support, ideally in a senior or lead capacity
* Strong attention to detail and ability to evaluate communication quality objectively
* Proficiency with Shopify, Richpanel, and Google Forms
* Confident handling escalated, sensitive, or complex customer scenarios
* Strong coaching mindset with the ability to deliver constructive, actionable feedback