CS Operations Supervisor: Elevate CX & SLAs

Shopee; Kota Yogyakarta; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

Shopee Indonesia is seeking a Senior CSR Team Lead to lead daily customer service operations, ensuring adherence to workflows and e-commerce standards. You will oversee online and offline channels, coach agents, and drive improvements.

You will monitor SLAs, CSAT, QA, backlog, and productivity, handle complex escalations, and support onboarding and training. The role involves supporting the Brazil market and requires shift work readiness.

Qualifications

• Bachelor's degree in any field.
• 4+ years CSR experience in BPO or e-commerce.
• 2+ years in team lead or supervisory role.
• Strong KPI/SLA management, CSAT, QA, attendance.
• Advanced Excel/Google Sheets data analysis.
• Experience handling escalations and cross-functional coordination.
• Proficient in English (written and spoken).
• Willing to work in shifting schedules.

Responsibilities

• 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

Skills

KPI & SLA management

Excel / Google Sheets

Team leadership

Customer service

English proficiency

Cross-functional coordination

Shift work

Escalation handling

Education

Bachelor's degree

Tools

Microsoft Excel

Google Sheets

Job description

Shopee Indonesia is seeking a Senior CSR Team Lead to lead daily customer service operations, ensuring adherence to workflows and e-commerce standards. You will oversee online and offline channels, coach agents, and drive improvements.

You will monitor SLAs, CSAT, QA, backlog, and productivity, handle complex escalations, and support onboarding and training. The role involves supporting the Brazil market and requires shift work readiness.