Customer Service L2 Team Lead

2 days ago

Bangkok, Bangkok, Thailand Shopee (Thailand) co., Ltd. Full time

Supervise daily handling of customer complaints, inquiries, and problem cases.

Ensure timely and effective resolution in line with service level agreements (SLAs).

Analyze recurring issues and work with relevant teams to reduce case volumes.

Lead the SWAT team to manage urgent delivery issues such as stuck, lost, or high-priority parcels.

Coordinate with operations and ground teams to resolve escalated delivery issues quickly.

Maintain close monitoring and reporting of high-priority cases to leadership.

Work closely with SPX operations, customer service, and logistics teams to improve end-to-end service experience.

Liaise with tech or product teams for system improvements or tools needed for case resolution.

Track KPIs such as resolution time, CSAT (Customer Satisfaction Score), and all of OKRs areas.

Use data to find root causes and develop action plans to improve performance and reduce case backlogs.

Lead and mentor a team of agents or specialists managing case and SWAT activities.

Conduct regular training, performance evaluations, and process updates.

Identify customer pain points and suggest enhancements to services or processes.

Proactively work on initiatives to reduce customer effort and increase satisfaction.

Requirements Bachelor s degree in Business, Communications, or a related field.

5+ years of experience in customer service, with at least 2-3 years in a supervisory or managerial role.

Proven experience managing teams in live, non-live and SWAT customer service environments (Call, Email, Social media, etc.).

Strong understanding of all mile delivery and logistics processes.

Ability to interpret KPIs like CSAT and delivery SLA metrics.

Strong communication and interpersonal skills to collaborate across teams (CS, Operations, Warehouse and others related).

Conflict resolution and escalation management abilities.

Capable of leading a SWAT team and making quick decisions under pressure.

Proactive mindset for root cause analysis and implementing improvements.

Comfortable working in fast-paced, high-pressure environments with quick turnaround times.

Experience with SWAT, Crisis, social media management, live chat platforms, and call technology is a plus.

Knowledge of e-commerce or logistics industries is a plus.

Familiarity with quality assurance practices and performance monitoring is a plus.

Job skills required: Social Media Management, Social media, Quality Assurance

Job skills preferred: Assurance

  • Lead Customer Service

    2 days ago

    Bangkok, Bangkok, Thailand Shopee (Thailand) co., Ltd. Full time

    Lead and oversee the end-to-end operations of ShopeePay Customer Service teams, including both Level 1 (L1) and Level 2 (L2) support.Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery.Act as PMO...

  • Customer Service Team Lead

    1 week ago

    Bangkok, Bangkok, Thailand Teleperformance Full time

    OverviewWe are looking for Customer Service Team Lead to join our team at Teleperformance Thailand. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.QualificationsBachelor Degree preferred. Proficiency in Japanese (spoken and...

  • Customer Service Team Lead

    1 week ago

    Bangkok, Bangkok, Thailand TP Full time

    Overview:We are looking for Customer Service Team Lead to join our team at Teleperformance Thailand. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.Qualifications:Bachelor Degree preferred.Proficiency in Japanese (spoken and...

  • L2 Cloud Application support Lead

    2 weeks ago

    Bangkok, Bangkok, Thailand Kyndryl (Thailand) Company Limited Full time

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleJoin...

  • L2 Cloud Application support Lead

    2 weeks ago

    Bangkok, Bangkok, Thailand Kyndryl Full time

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleJoin...

  • Customer Service L2 Agent

    2 days ago

    Bangkok, Bangkok, Thailand Monee Full time

    About The TeamWe are seeking a dedicated Customer Service Representative to join our team. This role primarily involves responding to customer inquiries via email, with additional responsibilities for handling phone calls and chat interactions. Our goal is to ensure a positive experience for our clients by understanding their needs and providing effective...

  • Customer Service Team Lead

    1 week ago

    Bangkok, Bangkok, Thailand Teleperformance Malaysia Full time

    Provide mentorship, guidance and career development to members of your team.Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions.Team management responsibilities for a market team, whilst also...

  • Team Lead

    3 hours ago

    Bangkok, Bangkok, Thailand Amadeus Full time

    Job TitleTeam Lead - Delivery ManagementPurpose of the RoleThe Team Lead of the Delivery Management team leads a team of Delivery Managers to ensure seamless migration, integration, and enhancement of Amadeus solutions for travel agency customers across the Asia Pacific region.This role is accountable for the strategic direction, operational excellence, and...

  • IT Team Lead

    2 days ago

    Bangkok, Bangkok, Thailand Boots Retail Thailand Full time

    Job Summary:We are looking for a dynamic and results-driven IT Team Lead with strong technical expertise and a hands-on approach. In this role, you will lead the implementation of technical solutions, optimize data integration across existing systems, and champion best practices in technology and security. You will also collaborate with key partners to...

  • IT Team Lead

    2 days ago

    Bangkok, Bangkok, Thailand Boots Retail (Thailand) Ltd. Full time

    Job Summary:We are looking for a dynamic and results-driven IT Team Leader with strong technical expertise and a hands-on approach. In this role, you will lead the implementation of technical solutions, optimize data integration across existing systems, and champion best practices in technology and security. You will also collaborate with key partners to...