Lead Customer Service & Performance (ShopeePay)

atShopee (Thailand) Co., Ltd.
Department Operations
LevelEntry Level
LocationThailand - Bangkok

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.


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.
  • 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..

Requirements:

Requirements:
  • 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 thinking
  • SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.
Experience required
  • 3 years
Salary
  • Negotiable
Job function
  • Customer Service
  • Senior Management
Job type
  • Full-time

Company overview

Size:2000-5000 employees
Industry:Information Technology
Location:Bangkok
Website:careers.shopee.co.th
Founded in:2015
Ranking:4/5

Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...

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Why join us:

Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...

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Head office: Shopee
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