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Job Description:

Oversee daily L1 operations across chat, voice, and email channels for ShopeePay and Monee
Ensure agents strictly adhere to SOPs and escalation frameworks
Monitor SLA performance, queue health, and ticket backlogs
Ensure cases are resolved at L1 where applicable, and escalated to L2/L3 accurately and in a timely manner
Conduct daily briefings, coaching sessions, and performance reviews
Ensure adequate staffing coverage for each shift
Ensure co

L1 Customer Service Supervisor - 12 months (3rd Party Contract), ShopeePay