We are seeking a hands-on CS Sales Team Lead to manage frontline agents and convert customer inquiries into confirmed orders while maintaining operational discipline during peak periods.
This role is ideal for a strong senior agent / junior team lead ready to step up into leadership with revenue ownership.
Responsibilities
Revenue & Conversion Ownership
- Own Draft Confirm conversion rate and revenue contribution from CS channels.
- Coach agents on structured sales scripts, follow-ups, and upsell bundles.
- Handle high-value or complex cases and lead closing during peak periods.
- Ensure commitments align with operational capacity and delivery SLA.
Team Leadership & Operations
- Lead daily CS operations, workload allocation, and performance tracking.
- Enforce order intake rules to prevent operational overload.
- Train agents to balance sales effectiveness and service accuracy.
- Collaborate with Operations to align order intake with delivery capacity.
Performance Management
- Monitor hourly and daily KPIs:
- Conversion rate
- Response time
- Order accuracy
- Revenue from CS channels
- Identify loss reasons and implement improvement actions.
- Provide weekly performance and coaching plans.
What We're Looking For
- 25 years experience in ecommerce customer service, telesales, or call center environment.
- Good English Speaking
- Experience mentoring or guiding a small team (formal title not required).
- Strong sales mindset with ability to close orders through chat or phone.
- Comfortable working with KPIs and performance targets.
- Able to make firm decisions under pressure.
- Hands-on and willing to be directly involved in frontline operations.
Candidates currently at Senior Agent / Supervisor level are encouraged to apply.
Compensation & Benefits
- Quarterly performance bonus based on conversion and team KPI
- 13th month salary
- Peak season bonus (Valentine's Day, March 8, October 20)
- Social insurance and annual leave as regulated
- Fast-growth ecommerce environment with leadership exposure
Why This Role Is Valuable
- Direct impact on company revenue
- Clear path to CS Manager
