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

Shopee

Malaysia, Kuala Lumpur

2-4 Years

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Posted 20 hours ago
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Job Description

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 compliance with regulatory and data handling requirements
Track and report L1 performance metrics, including escalation trends
Identify gaps in SOP adherence and drive process improvement initiatives
Coordinate with internal Operations teams to ensure quality handover for escalations

Requirements:

2-4 years in BPO / Contact Centre, with L1 operations experience
1-2 years in supervisory role
Good understanding of ticket triaging and escalation frameworks
Experience in multi-channel support (chat/call/email)
Exposure to fintech / regulated environments preferred
Must be able to work flexible rotational shifts and manage team coverage across all operating hours

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 146210533

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