Overview
Project Management (Customer Service Lead) (ShopeePay) Jobs in Bangkok, Bangkok City, Thailand at Monee
Title: Project Management (Customer Service Lead) (ShopeePay)
Company: Monee
Location: Bangkok, Bangkok City, Thailand
Job Description
- Lead and oversee the end-to-end operations of ShopeePay Customer Service teams, including both Level 1 (L1) and Level 2 (L2) support.
- Lead and manage cross-functional CS-related projects (e.g., new process rollouts, system enhancement, automation initiatives) from initiation to execution, ensuring alignment with business goals and timely delivery.
- Act as PMO for CS function, including project planning, resource allocation, progress tracking, and risk management.
- Ensure delivery of excellent customer experience by managing daily workflows, team performance, and service quality.
- Collaborate cross-functionally with product, operations, and compliance teams to resolve recurring issues and enhance service standards.
- Prepare and present performance reports, root cause analysis, and action plans to stakeholders and management.
Requirements
- Bachelor’s or Master’s degree in Business, Operations, or a related field.
- 4+ years of experience in customer service or project management, with at least 1 year in a leadership role.
- Proven track record in managing large support teams and delivering service excellence in a fast-paced environment.
- Strong analytical mindset with experience in interpreting performance data and driving metrics-based improvements.
- Excellent communication, people management, and conflict resolution skills with good command of English.
- Familiarity with fintech, payments, or digital wallet services is an advantage.
- Strong logical and analytical thinking
- SQL and coding skills are a plus e.g. Google App Script, JavaScript, Python etc.
