Job Title

Key Responsibilities:1. Team Leadership & Performance Management:- Lead a team of Customer Service Support Tier 3 Agents (Tier 3), ensuring high-quality service delivery. - Monitor team performance, KPIs, and SLAs, ensuring adherence to process guidelines. - Provide regular coaching, training, and feedback to enhance team efficiency.2. Escalation & Case Management:- Handle high-priority and complex policy escalations related to E commerce - Market Place Store. - Support agents in troubleshooting developer concerns regarding compliance and enforcement actions. - Work closely with internal policy, legal, and product teams to resolve critical cases3. Policy Compliance & Verification:- Oversee the review and verification of app submissions for policy adherence. - Ensure proper enforcement of E commerce - Market Place policies while balancing developer experience. - Identify trends in policy violations, fraud, or abuse, and suggest improvements.4. Process Improvement & Reporting:- Identify gaps in support processes and propose efficiency improvements. - Prepare and present weekly/monthly reports on team performance, issue trends, and compliance insights. - Drive initiatives to improve response quality, accuracy, and turnaround time.Required Qualifications & Skills:✔ B2 and above-level proficiency in English✔ 3-5 years of experience in Trust & Safety, policy enforcement, content moderation, or customer support.✔ 1+ years of team leadership or mentoring experience in a support environment.✔ Strong understanding of E commerce - Market Place Store policies and developer ecosystem.- ✔ Excellent analytical, problem-solving, and decision-making skills.Immediate Joiners Preferred Share resume at Vaishali.vaishali27@