Job Description
Case Management Team Lead
Location: Remote/ Eastern Europe
Schedule: Full-time, Monday - Friday. 9AM - 5PM PST
Salary: $10 - $20
The 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 Su...