Lead Customer Service

2 weeks ago

Bangkok, Bangkok, Thailand Shopee Full time

Job Description
Job Description:

  • 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 for CS function, including project planning, resource allocation, progress tracking, and risk management.
  • Ensure delivery of excellent customer experience by managing daily workflows, team performance, and service quality.
  • 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.

Requirements

  • Bachelor's or Master's degree in Business, Operations, or a related field.
  • 4+ years of experience in customer service or project management, 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 thinking
  • SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.

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