CS Supervisor - Operations (Yogyakarta)

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.

Job Description:

• Lead and manage daily Customer Service operations, ensuring team adherence to workflow processes and end-to-end e-commerce operational standards


• Supervise, coach, and support customer service agents handling both online and offline support channels (tickets, chat, email, and offline cases)


• Drive performance management by conducting regular quality reviews and feedback sessions


• Monitor and manage key operational metrics, including SLAs, CSAT, QA, backlog management, attendance, and productivity


• Identify process gaps and root causes to drive continuous SOP and workflow improvements across the operation


• Handle complex customer escalations and sensitive scenarios, ensuring consistency in communication quality and exceptional customer experience


• Support team onboarding, training initiatives, and continuous knowledge reinforcement for agents and supervisors


• Will be supporting Brazil market

Requirements:

• Bachelor’s Degree in any major


• Min. 4 years of frontline Customer Service Representative (CSR) experience in a BPO or customer service environment; with 2 years experience as Team Lead or Supervisory role, preferably within the e-commerce industry


• Strong expertise in KPI and SLA management, specifically focused on CSAT, AHT, SLA, QA, attendance, and productivity metrics


• Advanced proficiency in data analysis and reporting using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and formulas)


• Proven track record in handling complex escalations, cross-functional coordination, and driving SOP or process improvements


• Professional fluency in English, with strong writing, and verbal communication skills


• Willing  to work in shifting schedules