Driver Operations (Ops Support Coordinator), SPX Express

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.

About the Team:

• - Handle and resolve rider complaints, ensuring timely and accurate support


• - Investigate and manage potential fraud cases; escalate high-risk issues as needed


• - Address and resolve seller escalations related to orders, delays, and disputes


• - Support driver/rider engagement initiatives, including onboarding, incentives, and retention efforts


• - Track cases and analyze basic data to identify trends and improve operations

Job Description:

• - Handle and resolve rider complaints, ensuring timely and accurate support


• - Investigate and manage potential fraud cases; escalate high-risk issues as needed


• - Address and resolve seller escalations related to orders, delays, and disputes


• - Support driver/rider engagement initiatives, including onboarding, incentives, and retention efforts


• - Track cases and analyze basic data to identify trends and improve operations

Requirements:

Qualifications:

• - At least 1–3 years in Customer Support, Operations, or similar role


• - Experience in logistics, e-commerce, or transportation environments preferred


• - Exposure to gig/platform-based rider or driver models is a strong advantage/e-commerce platform

Skills:

• - Strong problem-solving and case handling skills


• - Basic data processing and reporting (Excel/Google Sheets)


• - Ability to manage multiple issues simultaneously in a fast-paced environment


• - Good communication and stakeholder management skills


• - Detail-oriented with strong documentation skills


• - Comfortable working with cross-functional teams


• - Willingness to work in shifting schedules if required