Team Introduction
Customer Protection team responsible for protecting customer experience from fraud-related activities and providing a trust and safety environment to Lazada and its ecosystem. Lazada ecosystem includes users, buyers, sellers, products, orders, accounts, and brand reputation.

Responsibilities
The ideal candidate should have relevant working experience, good data sense, strong communication skills and should be passionate about progress and implementing changes.
• Support the customer protection lead to oversee the customer protection operations, responsible for customer protection operations management including design, execution, customer protection related policy and procedures (SOPs), and process improvement
• Oversee the customer protection operations team with the understanding of the end-to-end customer complaint handling process, buyer-seller punishment, and appeal process
• Be the trainer, building and maintaining the training material, training the agents, and working with agent team leads to ensure that the SOPs are followed
• Manage the reporting of key performance indicators, manage and build the dashboard to monitor the operations performance and how to improve

• Bachelor's degree or higher in related fields.
• At least 3 years working experience, focused on fraud management, analytics, and process improvement.
• SQL required, high level of data literacy, strong analytical & investigative skills and critical thinking are required.
• Strong capabilities in framing and structure problems into actions.
• Excellent written and verbal communication skills along with strong training skills.
• Highly adaptive, willing to accept new challenges if needed.
• Ability to work cross-functionally to drive results across the organization.
• Strong English communication skills, both written and spoken, and the ability to communicate insights from data to business units.
• Experience in the e-commerce industry or technology (platform-based) company is a plus.