Customer Service Team Leader (Hybrid)

About the role

ZALORA is seeking a passionate people leader to head a diverse Customer Service team. In this hybrid position you will guide senior associates, ensure high‑quality support across all channels, and drive continuous improvement of the shopping experience from pre‑purchase to post‑purchase.

Key responsibilities

• Manage day‑to‑day operations and guarantee team availability.
• Lead 6‑13 Senior Customer Service Associates.
• Partner with supervisors to meet KPIs on quantity, quality and customer impact.
• Coach and develop team members, focusing on holistic well‑being.
• Conduct focus groups, team meetings and performance assessments.
• Identify gaps, propose projects or process improvements.
• Collaborate with cross‑functional teams to resolve service issues.
• Champion talent retention and development.
• Handle internal and external escalations, including government matters.

Required profile

• Minimum 8 months as a Senior Customer Service Associate (or 12 months in a similar CS role).
• Flexibility to work shifting schedules and varied hours.
• Strong written and verbal communication skills.
• Solid understanding of service‑level KPIs, customer satisfaction and net promoter metrics.

Required skills

What we offer

• Hybrid work setup.
• Opportunity to lead a high‑performing, regionally diverse team.
• Professional growth in a fast‑moving e‑commerce environment.