L1 Customer Service Supervisor - 12 months (3rd Party Contract), ShopeePay

What you'll do

• Oversee daily L1 operations across chat, voice, and email channels for ShopeePay and Monee
• Ensure agents strictly adhere to SOPs and escalation frameworks
• Monitor SLA performance, queue health, and ticket backlogs
• Ensure cases are resolved at L1 where applicable, and escalated to L2/L3 accurately and in a timely manner
• Conduct daily briefings, coaching sessions, and performance reviews
• Ensure adequate staffing coverage for each shift
• Ensure compliance with regulatory and data handling requirements
• Track and report L1 performance metrics, including escalation trends
• Identify gaps in SOP adherence and drive process improvement initiatives
• Coordinate with internal Operations teams to ensure quality handover for escalations

Requirements

• 2–4 years in BPO / Contact Centre, with L1 operations experience
• 1–2 years in supervisory role
• Good understanding of ticket triaging and escalation frameworks
• Experience in multi-channel support (chat/call/email)
• Exposure to fintech / regulated environments preferred
• Must be able to work flexible rotational shifts and manage team coverage across all operating hours