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

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
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