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.
