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Job Description:

Escalation management: Route escalated cases to the right owner across all channels, keep handoff rules clear for upstream teams, and step in when cases are stuck or at risk of breaching SLA.
Proactive monitoring: Track the support journey from self-service to escalation, set alerts for spikes and unusual patterns, and flag risks early.
Crisis handling: Resolve sensitive and high-risk cases, coordinate with Legal, Risk, management, and BPOs, and document each case for review.
Long-tail insights: Analyze rare but high-impact cases, log them, and turn patterns into SOP recommendations.
Upstream fixes: Fix root causes directly (chatbot, Help Center, policy, training) with partner teams, and confirm the fixes reduce repeat cases.

Requirements:

Bachelor's degree or equivalent.
Experience in escalation handling, crisis cases, contact center operations, or similar.
Clear writing and speaking Vietnamese and English is a must have.
Good with data: able to spot patterns and turn them into clear recommendations.
Calm under pressure confident making and owning decisions on sensitive cases.
Understanding of the support journey and CS KPIs (SLA, CSAT, recontact/reopen, resolution rate).
Able to coordinate with multiple teams during urgent situations.
Hands-on attitude: comfortable both suggesting fixes and implementing them.
Able to work shifts, 5 days/week, with flexibility for urgent cases.

CS/ Return Refund Escalation Associate - Operations, Shopee