Customer Service Team Lead & KPI Champion

Shopee; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Shopee Malaysia is seeking a proactive Customer Service Team Lead to guide a dedicated team and uphold service quality. You will coach staff, handle escalations, and drive improvements in responsiveness and customer satisfaction across channels.

In this role you will track KPIs, conduct performance reviews, collaborate with cross-functional teams, and implement process changes to reduce escalation rates while maintaining a high level of service excellence in a fast-paced e-commerce environment.

Qualifications

• Minimum 3 years of relevant experience in customer service.
• Experience in team leadership or supervising customer service operations.
• Proficient in Microsoft Excel; reporting and data analysis is an advantage.
• Excellent written and verbal English; additional languages are an advantage.

Responsibilities

• Lead and supervise the Customer Service team, providing guidance, coaching, and support to ensure consistent service quality and team performance.
• Oversee complex customer inquiries, complaints, and escalations across email, live chat, and calls, ensuring timely and effective resolutions.
• Track and analyse team KPIs, including response time, resolution time, customer satisfaction, productivity, and escalation rates; identify performance gaps and implement improvement plans.
• Conduct regular performance reviews, provide feedback, and support team members in achieving individual and team targets.
• Coordinate with cross-functional teams to resolve escalated cases and address recurring operational issues.
• Maintain performance trackers and prepare regular KPI reports, highlighting trends, challenges, and improvement opportunities to stakeholders.
• Drive continuous improvement in customer service processes, workflows, and escalation protocols.

Skills

Team leadership

Customer service

KPI management

Data analysis

Excel

English communication

Multilingual (Malay/Cantonese/Mandarin

Education

SPM/ Diploma/Bachelor's Degree

Job description

Shopee Malaysia is seeking a proactive Customer Service Team Lead to guide a dedicated team and uphold service quality. You will coach staff, handle escalations, and drive improvements in responsiveness and customer satisfaction across channels.

In this role you will track KPIs, conduct performance reviews, collaborate with cross-functional teams, and implement process changes to reduce escalation rates while maintaining a high level of service excellence in a fast-paced e-commerce environment.