SWAT Team Lead (CS) - Operations, MY Marketplace

SWAT Team Lead (CS) - Operations, MY Marketplace

The Operation teams at Shopee cover 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:

• Lead and manage a customer-centric team that delivers prompt and appropriate solutions to customers by managing customer questions and escalating concerns to relevant departments, ensuring follow-through to resolution.
• Step in when needed to perform manager callbacks to ensure consistent, high-quality customer service.
• Monitor and improve the team's performance.
• Ensure the team meets all key daily operation deliverables and achieves overall customer service metrics (overall backlog, productivity, CSAT, FCR, etc.).
• Handle escalations, including urgent, complex, and sensitive cases from the team.
• Guide and coach team members on expectations and continuous improvement through regular and clear feedback.
• Ensure team members have the resources they need to be successful.
• Train and coach team members to develop their skills and knowledge.
• Provide feedback and support to team members to help them achieve their goals.
• Work with the in-house customer service lead to identify areas for improvement and implement solutions.
• Communicate and coordinate with various departments to provide relevant feedback.
• Identify gaps and inefficiencies in targets, team performance, and/or existing processes and procedures to enhance the quality of customer experience.
• Ensure compliance with company policies and procedures.
• Perform and manage ad hoc tasks as assigned.
• Communicate relevant performance indicators and results to agents and management through prompt reports.
• Conduct periodic individual coaching and feedback sessions that focus on improving team performance and overall customer service KPIs.
• Take ownership to understand how changes outside the team (new product lines, changes to SOP) will impact the team and ensure team readiness.

Requirements:

• Bachelor's degree in a relevant field.
• Minimum of 5 years of experience in a multi-channel Contact Center, Customer Service, or BPO operation setting, with at least 3 years of experience managing a team of more than 10 people.
• Experience in customer service and handling manager callbacks.
• Excellent listening, critical-thinking, communication, and interpersonal skills.
• Proficient in Business English (both verbal and written).
• Attention to detail and efficiency in completing tasks.
• Ability to work independently with minimal guidance in a time-critical environment.
• Ability to make proposed decisions based on case handling and guide the reporting line accordingly.
• Strong problem-solving, analytical, and process development skills.
• Ability to work under pressure with tight deadlines, multi-task, and prioritize.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan, providing customers with an easy, secure, and fast online shopping experience through strong payment and logistical support. Shopee aims to enhance its platform and become the region’s e-commerce destination of choice through ongoing product optimization and localized user-centered strategies. The Shopee team is rapidly expanding across the region, and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.