L2 Customer Support Specialist - End-to-End Issue Resolver

Shopee; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Shopee in Kuala Lumpur is seeking an experienced Operations professional to handle user account issues and respond to emails and feedback. You will validate problems, coordinate with Campaign, RM, and Product teams, and manage daily cases with escalation follow-ups.

The role emphasizes learning, adaptability, and upholding customer value while aligning with company policy. You will contribute to backlog management and KPI attainment (Productivity, SLA, CSAT) and work either independently or in a

Qualifications

• 1–2 years in customer service or relevant field.
• Strong problem-solving and structured thinking.
• Able to multitask and meet KPIs/SLAs.

Responsibilities

• Identify user issues and correspond with users via email cases and feedback.
• Validate issues and liaise with internal teams for related fixes.
• Attend daily cases and follow up escalated ones by end of shift.
• Balance policy with customer value and update to improve outcomes.
• Maintain backlog and strive to meet productivity, SLA and CSAT KPIs.

Job description

Shopee in Kuala Lumpur is seeking an experienced Operations professional to handle user account issues and respond to emails and feedback. You will validate problems, coordinate with Campaign, RM, and Product teams, and manage daily cases with escalation follow-ups.

The role emphasizes learning, adaptability, and upholding customer value while aligning with company policy. You will contribute to backlog management and KPI attainment (Productivity, SLA, CSAT) and work either independently or in a