CS Supervisor - Operations (Yogyakarta)

Shopee • English: C1 • Commerce • Bachelor's Degree • Microsoft Excel • 8 days ago
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Salary
≈ $12k – $26k per year (Estimated)
Location
In office (Yogyakarta)
Seniority
Middle · 4+ years exp

Confirmed on the employer's own hiring board on Oct 16, 2026. First seen by Alion on Oct 8, 2026. Shopee scores A on the Alion truth index.

Overview
Company
Impact
Profile match

Shopee

Shopee is a multinational technology company and e-commerce marketplace platform operating as a subsidiary of Sea Limited. The company provides a hybrid B2C and C2C digital marketplace offering retail products, integrated digital payments and financial services via ShopeePay/SeaMoney, and end-to-end logistics and fulfillment solutions through SPX Express. Headquartered in Singapore, the platform serves millions of consumers and merchant partners across Southeast Asia, Taiwan, and Latin America.
shopee.com • HQ: Singapore • Marketplaces • 1001-5000 employees • Est. 2015
Tech stack of Shopee
  • 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
  • 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
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