Customer Service Team Lead - Shopee

The Operations team at Shopee manages the end-to-end customer journey, from product search to delivery. This role involves leading a customer service team within the FBS (Financial Business Solutions) division to ensure high-quality support and operational excellence. You will be responsible for driving team performance, managing daily workflows, and ensuring agents adhere to technical and service protocols. The position requires a hands-on approach to coaching, training, and performance monitoring to maintain service standards and meet business commitments.

As a Team Lead, you will own the team's KPIs and conduct root cause analysis when performance fluctuates. You will ensure smooth collaboration with sellers by managing notifications and escalations effectively. The role demands strong leadership skills to mentor a team of agents and foster a service-oriented culture. You will also oversee the implementation of daily processes to guarantee service levels are consistently met.

• Lead and mentor a team of customer service agents to deliver high-quality support
• Own, monitor, and drive team performance against key KPIs and operational targets
• Ensure all agents follow technical procedures and company service standards
• Manage service notifications and escalations to maintain smooth collaboration with sellers
• Conduct regular training sessions and coaching to improve agent skills and performance
• Analyze operational data to identify performance gaps and implement corrective actions
• Oversee daily workflows to ensure service commitments are met efficiently

• Bachelor's Degree in any related field
• Minimum 3+ years of experience in a contact center environment
• Proven track record of managing a team of at least 10 agents
• Excellent command of written and spoken English
• Strong service mindset with the ability to handle customer complaints and inquiries effectively
• Good logical reasoning skills to form assumptions and identify performance gaps
• Ability to interpret and work with KPIs and performance data reports
• Willingness to work in shifts is an advantage

• Experience in e-commerce or fintech operations
• Strong leadership and conflict resolution skills
• Proficiency in using CRM software and reporting tools
• Ability to work under pressure in a fast-paced environment