Customer Service Lead (ShopeePay)

About the Role

Lead and oversee the end-to-end operations of ShopeePay Customer Service teams, including both Level 1 (L1) and Level 2 (L2) support. Act as PMO for the CS function, leading cross-functional CS-related projects from initiation to execution and ensuring alignment with business goals and timely delivery.

Responsibilities

• Lead and manage daily workflows, team performance, and service quality to ensure excellent customer experience.
• Lead and manage cross-functional CS-related projects (new process rollouts, system enhancements, automation initiatives) from initiation to execution.
• Act as PMO for the CS function, including project planning, resource allocation, progress tracking, and risk management.
• Collaborate 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.

Qualifications

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 4+ years of experience in customer service or project management, 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 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.
• SQL and coding skills are a plus (e.g., Google App Script, JavaScript, Python).

Additional Information

• Company: Monee
• Work arrangement: onsite
• Employment type: Full-time