L1 Customer Service Supervisor - 12 months (3rd Party Contract), ShopeePay

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:

• Oversee daily L1 operations across chat, voice, and email channels for ShopeePay and Monee


• Ensure agents strictly adhere to SOPs and escalation frameworks


• Monitor SLA performance, queue health, and ticket backlogs


• Ensure cases are resolved at L1 where applicable, and escalated to L2/L3 accurately and in a timely manner


• Conduct daily briefings, coaching sessions, and performance reviews


• Ensure adequate staffing coverage for each shift


• Ensure compliance with regulatory and data handling requirements


• Track and report L1 performance metrics, including escalation trends


• Identify gaps in SOP adherence and drive process improvement initiatives


• Coordinate with internal Operations teams to ensure quality handover for escalations

Requirements:

• 2–4 years in BPO / Contact Centre, with L1 operations experience


• 1–2 years in supervisory role


• Good understanding of ticket triaging and escalation frameworks


• Experience in multi-channel support (chat/call/email)


• Exposure to fintech / regulated environments preferred


• Must be able to work flexible rotational shifts and manage team coverage across all operating hours