Job DescriptionJob Description: Lead and oversee the end-to-end operations of ShopeePay Customer Service teams, including both Level 1 (L1) and Level 2 (L2) support. Ensure delivery of excellent customer experience by managing daily workflows, team performance, and service quality. Establish, track, and analyze key performance indicators (KPIs) across all service levels to meet both qualitative and quantitative targets. Proactively identify gaps in customer service functions, processes, and operations; drive continuous improvements and implement best practices. Collaborate cross-functionally with product, operations, and compliance teams to resolve recurring issues and enhance service standards.
Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management. . RequirementsRequirements: Bachelor’s or Master’s degree in Business, Operations, or a related field. 3+ years of experience in customer service or operations, with at least 1 year in a leadership role. Proven track record in managing large support teams and delivering service excellence in a fast-paced environment. Strong analytical mindset with experience in interpreting performance data and driving metrics-based improvements. Excellent communication, people management, and conflict resolution skills with good command of English. Familiarity with fintech, payments, or digital wallet services is an advantage.
Strong logical and analytical thinkingSQL and coding skills are a plus e. g. Google App Script, JavaScript, Python etc.
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