CS Supervisor - Operations (Yogyakarta)

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Shopee is seeking an experienced Customer Service Team Lead to coordinate daily operations for online and offline channels, ensuring adherence to workflow standards and high-quality service.

You will coach agents, drive KPI improvements, handle escalations, and support onboarding. This role covers Brazil market and requires shifting schedule flexibility.

Qualifications

• Frontline CSR experience in BPO or ecommerce.
• 2 years in team lead or supervisory role, preferably ecommerce.
• Strong KPI/SLA management focus (CSAT, AHT, SLA, QA, attendance, productivity).
• Advanced data analysis and reporting using Excel/Sheets.
• Proven escalations handling and cross‑functional coordination.
• Fluent English with strong writing and speaking skills.
• 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 standards.
• Supervise, coach, and support agents across online and offline channels (tickets, chat, email, offline cases).
• Drive performance by conducting regular quality reviews and feedback sessions.
• Monitor KPIs including CSAT, AHT, SLA, QA, backlog, attendance, and productivity.
• Identify gaps and root causes to drive SOP/workflow improvements.
• Handle complex escalations with consistent communication quality.
• Support onboarding, training initiatives, and knowledge reinforcement for agents and supervisors.
• Will be supporting Brazil market.

Skills

Team leadership

KPI/SLA management

Data analysis

Excel/Sheets

English fluency

Customer service

Shift work

Education

Bachelor’s Degree in any major

Tools

Microsoft Excel

Google Sheets

Pivot Tables

Job description

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