Case Management Team Lead ( Amazon or E-commerce)

Case Management Team Lead Location: Remote, Latam 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 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.