Senior Customer Services Escalation

2 weeks ago


Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh City

The 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.Operations Management Supervise day-to-day performance of L2 BPO agents handling complexity casesConduct periodic reviews of solved vs. reopened cases to identify training or process gaps.
- Coordinate feedback and updates between BPO and Inhouse teams to improve turnaround and accuracy.
- Consolidate weekly/monthly BPO performance insights (SLA, reopen rate, CSAT, case mix, etc.).
- Coordinate with QA, Workforce, and Product/Policy teams for continuous improvement initiatives.
- Case Handling & Knowledge Governance:

- Validate high-complexity or exception cases that require in-depth expertise or multi-team coordination.
- Maintain and update knowledge documentation, FAQs, and process guidelines for assigned expertise area(s). ** Requirements**:

- Bachelor’s degree in Business, Communications, or related field (preferred but not mandatory).
- Strong passion for customer service, company commitment, and teamwork.
- Strong communication, excel skills, comfortable with data review and reporting.
- Logical, detail-oriented, and solution-focused mindset.
- Analytical with strong negotiation and problem-solving skills under pressure.
- Trustworthy, detail-oriented, proactive, and willing to support urgent or weekend cases.


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