Escalation Lead

6 months ago


Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers 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.
- Manage daily operation of user verification, and ensure all agents’ performance reaches the targets of productivity, and accuracy to detect real-time abusive/fraudulent behaviors.
- Handle user appeals/ escalated, critical/ hard cases, and be responsible for issues or incidents related to users' investigation.
- Be responsible for coordinating with supervising departments to detect & prevent irregular transactions, and fraudsters.
- Collaborate with relevant team to investigate user behavior, and provide new insights to contribute to process and SOP development
- Assist manager in other tasks assigned

**Requirements**:

- 2+ years of experience in tech/or e-commerce companies
- Result-oriented, self-driven, positive attitude, and team player striving for team success
- Critical thinking, problem-solving, good at leadership, data analysis
- Proficiency in English both written and verbal communication, good at MS packages (Excel, PowerPoint)
- Bachelor’s degree


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