Customer Service Lead - Operations, SG Marketplace

Shopee; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

A leading eCommerce platform is seeking an experienced Customer Service Leader to manage and enhance its customer service operations in Kuala Lumpur. In this role, you will lead a large team, implement process improvements, and handle complex customer cases with high sensitivity. Candidates should have at least 6 years of customer service experience, with proven leadership capabilities and a strong background in eCommerce or digital platforms.

Qualifications

• Minimum 6 years of experience in customer service operations, with at least 3 years in a leadership role.
• Strong background in managing high-risk customer escalations.
• Excellent verbal and written communication skills.

Responsibilities

• Lead customer service sub functions and enhance overall customer experience.
• Monitor team KPIs and drive performance improvements.
• Coach and develop a high-performing team.

Skills

Leadership

Analytical Skills

Communication Skills

Problem-Solving

Customer Focus

Education

Bachelor’s degree in Business Administration or related field

Tools

Excel

Google Applications

Microsoft Word, Excel, and PowerPoint

Job description

Job Description

• Lead customer service sub functions (includes SWAT - high-risk escalation, Community CS, Specialized queue such as Logistics, Marketing, Legal )
• Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience.
• Support operations to optimize performance as it relates to efficiency and quality metrics
• Monitor team KPIs including CSAT, resolution time, productivity and customer sentiment; identify gaps and drive performance improvements.
• Serve as the highest escalation point for complex or sensitive customer cases. This includes conducting direct user callbacks on behalf of senior management, particularly in high-risk or reputationally sensitive matters.
• Coach, mentor, and develop a high-performing team with strong problem-solving and communication skills.
• Drive initiatives to minimize recurrence of escalated issues through process redesign or system enhancement proposals.
  
  

Requirements

• Minimum 6 years’ of experience in customer service operations, with at least 3 years in a leadership role, preferably with experience in managing big teams
• Strong background in handling high-risk customer escalations with direct customer communication experience, including phone callbacks.
• Prior experience in eCommerce or digital platform industries preferred.
• Ability to confidently represent the company in sensitive conversations, including acting as a proxy for senior management.
• Solid understanding of customer experience best practices or contact centre operations
• Excellent verbal and written communication skills; able to communicate complex issues with clarity and empathy.
• Proven track record in coaching and developing team members, with a focus on analytical thinking and quality assurance, and ability to manage relationships within BPOs/across multiple stakeholders
• Strong analytical, problem-solving, and trend analysis skills
• High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude
• Comfortable in a fast-paced, high-growth environment.
• Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)
• Bachelor’s degree in Business Administration, Communications, Operations Management, or related field.
• Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)
• Experience with legal or regulatory customer complaint handling is a strong advantage.
• Multilingual capabilities is a plus (English, Mandarin).