Senior Customer Experience & Operations Manager

Shopee; Philippines; On-site; PHP 558,000 - 1,116,000; Full time

Job summary

Shopee Philippines is seeking a senior customer service professional to support JP cross-border sellers, delivering high-quality service and resolving inquiries within Shopee's in-house system.

You will engage with internal stakeholders across Business Development, Seller Management, Logistics to address policy, legal complexities, and improve processes through data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor's degree with potential for 7+ years in ecommerce or customer service on the platform.
• Experience handling JP cross-border seller inquiries and related operations.

Responsibilities

• Deliver high-quality customer service to JP cross-border sellers through Shopee in-house support system.
• Handle challenging seller interactions, including potential legal complexities and policy violations.
• Proactively communicate with internal stakeholders to address payment, listings, back-end systems, and Q&A on behalf of JP cross-border sellers.
• Analyze inquiry trends and root causes to improve resolution processes and measure impact on customer satisfaction.
• Collaborate with internal teams to identify issues and opportunities for process improvement and business growth.

Education

Bachelor's degree

Job description

Shopee Philippines is seeking a senior customer service professional to support JP cross-border sellers, delivering high-quality service and resolving inquiries within Shopee's in-house system.

You will engage with internal stakeholders across Business Development, Seller Management, Logistics to address policy, legal complexities, and improve processes through data-driven insights and cross-functional collaboration.