Customer Service L2 Team Lead

4 days ago

Bangkok, Bangkok, Thailand Shopee Full time

Job Description

  • 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.

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