{"id":1186987,"url":"https://alion.io/job/shopee-customer-service-specialist-control-tower-spx-express","title":"Customer Service Specialist - Control Tower, SPX Express","company":{"id":49909,"name":"Shopee","domain":"shopee.com","url":"https://alion.io/company/shopee","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":102000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":465},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-24T15:03:08Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-25T23:50:53Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"High-Level Issue Resolution: Investigate and resolve complex (L2/L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution.\nOperational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays.\nCross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes.\nEvidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly.\nSLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels.\nReporting & Analytics: Compile weekend performance data and provide \"voice of the customer\" insights to the Operational Excellence team to improve long-term processes.\nMinimum 3 years of customer service experience, preferably in logistics related field\nProficient in Google Suite (Sheets/Docs) and MS Office\nExceptional conflict resolution skills\nHighly disciplined and detail-oriented, with the ability to work autonomously without direct supervision\nGood interpersonal and communication skills\nComfortable with a weekend shift schedule","description_format":"text","description_chars":1278,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-09-24T15:03:08Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/shopee-customer-service-specialist-control-tower-spx-express","json_url":"https://alion.io/job/shopee-customer-service-specialist-control-tower-spx-express.json","meta":{"generated_at":"2026-09-26T03:49:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4105,"day_limit":5000,"remaining_today":895,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}