Lead Customer Service & Performance (ShopeePay)

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.