Customer Service Escalation Specialist, ShopeeFood

What you'll do

We are looking for an in-house Customer Service Escalation Specialist (L2) to handle complex, high-risk and out-of-SOP cases escalated from our BPO (L1) teams. This role operates at Senior Analyst level and plays a key part in safeguarding customer experience, mitigating operational risks, and driving continuous improvement across Customers, Drivers, and Merchants.

• Handle and resolve escalation cases transferred from BPO (L1), including out-of-SOP cases, disputes, sensitive complaints, complex scenarios, and international customer cases.
• Take end-to-end ownership of escalation cases to ensure timely resolution, policy compliance, and high customer satisfaction.
• Manage daily case backlog and ensure performance meets defined KPIs (SLA, backlog in day…)
• Collaborate closely with cross-functional stakeholders (Operations, Product, Policy, Risk, etc.) to align on appropriate resolutions and improve overall user experience.
• Support ad-hoc tasks, special projects, and initiatives as assigned by the Line Manager.

Requirements

• Minimum 2 years of experience in Customer Service, preferably within Food Delivery, E-commerce, or other tech-driven platforms.
• Hands-on experience in handling escalation cases, disputes, and complex or non-standard customer situations.
• Strong communication and stakeholder management skills, with the ability to work effectively across teams and with management.
• English communication skills (written and verbal) are a plus.
• Proactive, solution-oriented, and adaptable; able to work independently in a fast-paced environment.
• Ability to work under pressure and manage multiple priorities.
• Willingness to work on shift-based schedules.