Job Title: Team Lead – Retail Chat Support (Amazon Account)

Department: Customer Support / BPO Operations

Reports To: Operations Manager / Process Manager

Job Summary:

The Team Lead – Retail Chat Support (Amazon Account) is responsible for managing a team of chat support associates who assist customers with their Amazon retail inquiries, including orders, returns, refunds, payments, and product issues. The role involves driving performance metrics, ensuring high-quality customer service through chat, monitoring productivity, handling escalations, and supporting team development. The Team Lead acts as the bridge between the operations floor and management, ensuring alignment with Amazon’s customer-centric service standards.

Key Responsibilities:

1. Team Supervision & Performance Management

• Lead, motivate, and supervise a team of retail chat support associates.
• Ensure the team meets daily, weekly, and monthly performance goals (AHT, CSAT, QA, Productivity).
• Monitor chat interactions to ensure accuracy, empathy, and adherence to Amazon’s policies.
• Conduct daily huddles and weekly one-on-one coaching sessions.
• Manage team attendance, schedule adherence, and shift rosters.

2. Quality Assurance & Compliance

• Conduct regular quality audits of chat transcripts and provide actionable feedback.
• Maintain compliance with Amazon’s data security, privacy, and operational guidelines.
• Identify process gaps or repetitive customer issues and report them for resolution.
• Ensure all associates follow escalation and refund protocols accurately.

3. Escalation & Issue Resolution

• Handle customer escalations that frontline associates are unable to resolve.
• Coordinate with internal departments or client teams (Amazon support teams) to resolve complex issues.
• Ensure timely follow-up and closure of escalated cases.

4. Reporting & Analytics

• Track, analyze, and report team performance metrics and trends.
• Prepare daily/weekly/monthly reports for internal review and client submission.
• Use data insights to improve customer experience and team performance.

5. Coaching & Development

• Identify skill gaps and training needs among associates.
• Conduct refresher sessions on process updates, chat etiquette, and new Amazon features/policies.
• Support the onboarding and nesting of new hires.

6. Operational Excellence

• Maintain SLAs and operational discipline across the team.
• Promote a positive and customer-first culture aligned with Amazon’s values.
• Participate in calibration sessions with Quality, Training, and Client teams.
• Drive process improvement and automation initiatives to improve chat efficiency.

Job Requirements

High School Graduate Old Curriculum

Senior High School Graduate

Without bpo experience

ASSESSMENT ONLY!!!!