Aftersales Back Office & IT Technical Support Supervisor

Department: Operations / Technical Support & Aftersales

Job Summary

The Aftersales Back Office & IT Technical Support Supervisor is a critical hybrid role designed to bridge the gap between customer post-purchase satisfaction and internal technical operations. In our fast-paced e-commerce environment—focused on high-volume consumer electronics, gadgets, and home appliances—this position ensures a seamless reverse logistics pipeline while maintaining the technical infrastructure that supports our business growth across major online shopping platforms.

The ideal candidate will oversee the entire lifecycle of customer returns, dispute resolution, and warranty claims (Back Office Aftersales), while simultaneously managing hardware diagnostics, platform-level technical troubleshooting, and localized IT support for the operational team.

• Returns & Reverse Logistics Oversight: Supervise the processing, validation, and documentation of all customer returns, exchanges, and refund requests initiated across multiple e-commerce storefronts.
• Platform Dispute Resolution: Manage and resolve high-stakes customer disputes, return-to-seller (RTS) claims, and platform-mediated arbitrations (e.g., handling platform rules for damaged, incomplete, or incorrect items) to minimize financial losses.
• Warranty & Service Center Coordination: Act as the primary technical liaison between the e-commerce group, external service centers, and brand manufacturers regarding warranty coverage, spare parts inventory, and product replacements.
• Policy Compliance & Optimization: Enforce and continuously refine company return policies in strict alignment with regional consumer laws and evolving online shopping platform regulations.
• Data Auditing & Reporting: Monitor daily and monthly return rates, categorizing data by reason for return, platform, and product SKU. Present findings to management to isolate quality control issues or listing inaccuracies.

• Technical Hardware Diagnostics: Perform and guide high-level diagnostic assessments on returned high-value gadgets, smart home ecosystems, and electronic appliances to verify customer claims of functional defects vs. user error or accidental damage.
• E-Commerce System & Tool Maintenance: Troubleshoot and maintain internal operational software, including multi-channel ERP integrations, warehouse management software (WMS), and platform API connections.
• Internal IT Helpdesk Operations: Provide Tier 1 and Tier 2 desktop support, network troubleshooting, hardware maintenance (workstations, barcode scanners, thermal printers), and software configurations for back-office and fulfillment staff.
• Technical Refurbishment Pipeline: Supervise the grading and data-wiping processes for restorable electronics, ensuring items are securely cleared of previous user data and accurately re-categorized for resale or liquidation channels.
• IT Asset & Security Management: Manage the local inventory of company hardware assets, coordinate software licensing, and enforce standard digital security protocols across office workstations.

• Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, Business Administration, or a closely related technical/operational discipline.
• Minimum of 2-5 years of progressive experience in e-commerce operations, technical customer service, or IT helpdesk environments, with at least 1–2 years in a supervisory or team-lead capacity.
• Deep functional familiarity with back-end portals of major online shopping platforms (e.g., Shopee, Lazada, TikTok Shop, Amazon, or Shopify), specifically regarding order fulfillment interfaces and seller center return/refund modules.
• Hands-on proficiency in testing, diagnosing, and flashing/troubleshooting consumer electronics (smartphones, laptops, PC components, IoT gadgets, and small home appliances). Basic knowledge of local area networking (LAN) and hardware configuration is required.
• Strong structural problem-solving abilities, objective decision-making skills under stress, excellent written communication (essential for defending platform disputes), and a natural aptitude for mentoring a hybrid team.