Customer Service Escalation Specialist, ShopeeFood

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 s