Woolworths Group (Australia and New Zealand's largest retailer) launched Woolworths Market Plus (WMP) in October 2023.
WMP is a platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market, BIG W Market and Everyday Rewards Shop. We operate primarily across three hub locations: Manila, Melbourne & Sydney.
We are seeking an experienced and dynamic Team Lead to manage, mentor, and drive the performance of our Seller Support team. This role is crucial in ensuring the team delivers exceptional support to our seller base, fostering strong business relationships, and enabling their growth on our marketplace platform.
Key Responsibilities
- Team Leadership and Mentorship: Lead, coach, and motivate a team of Seller Support Specialists, overseeing their daily performance and professional development.
- Operational Oversight: Manage team workflows and ticket queues to ensure timely and high-quality resolution of seller queries (administrative, technical, and operational).
- Collaboration with Manager: Work closely with the Seller Support Manager (based in Melbourne) to align team strategies, report performance, and execute initiatives.
- Escalation Management: Serve as the primary point of escalation for complex or critical seller issues, ensuring swift and effective resolution.
- Cross-Functional Collaboration: Act as a liaison between the Seller Support team and cross-functional partners, including Technical, Customer Service, Seller Growth and Marketplace Integrity teams, to troubleshoot and resolve systemic issues.
- Quality & Compliance: Monitor team performance to ensure all seller listings and practices are compliant with an array of platform policies, and ensure sellers performance health is upheld. Maintain a high standard of quality in support interactions.
- Performance Analysis: Utilise data and analytic tools to track team metrics, identify areas for operational improvement, and implement strategies to boost team and seller performance.
- Training & Development: Develop and deliver ongoing training and coaching to the team, focusing on best practices for communication, problem-solving, and technical issue diagnosis.
- Process Improvement: Proactively identify, document, and implement improvements to seller support processes and resources.
- Reporting & Documentation: Create reports on team and seller performance, key issues, and operational trends for management review. Ensure all critical support interactions and resolutions are accurately documented.
Requirements
- Proven experience in a team leadership, supervisory, or management role, ideally within a seller support or e-commerce marketplace environment.
- Exceptional people management, mentoring, and coaching skills with a focus on developing team members.
- Strong initiative, high attention to detail, and fastidious organisation and time management skills.
- Advanced ability to diagnose, solve, and manage client problems and complex escalations.
- Excellent written and verbal communication skills, with the ability to articulate complex information clearly.
- Proficiency in data analysis and reporting using tools such as Microsoft Excel, Google Sheets and reporting dashboards to drive team and seller performance.
- In-depth understanding of technical and operational requirements surrounding e-commerce and marketplace dynamics.
- Ability to operate with a high degree of autonomy and drive team results.
- Should be amenable to work onsite (with optional hybrid arrangement).
