Customer Service Lead - SPX
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Location
In office (Kuala Lumpur)
Seniority
Staff · 3+ years exp
Confirmed on the employer's own hiring board on Nov 4, 2026. First seen by Alion on Nov 3, 2026. Shopee scores A on the Alion truth index.
Overview
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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.
- 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.
- Candidate must possess at least an SPM, Diploma, or Bachelor's Degree in any field or equivalent.
- Minimum 3 years of relevant experience in customer service, preferably in e-commerce or logistics.
- Prior experience in team leadership, coaching, or supervising customer service operations.
- Strong understanding of customer service KPIs and performance management.
- Proficient in Microsoft Office, particularly Excel; experience with reporting and data analysis is an advantage.
- Excellent written and verbal communication skills in English; additional languages such as Malay, Cantonese, or Mandarin are an advantage.
- Strong problem-solving, analytical, and stakeholder management skills.
- Able to work under pressure in a fast-paced environment and on a shift or rotation basis, where required.
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