Merchant Operations Coordinator

Summary

Join ShopBack, a company that reimagines how brands and consumers connect, serving over 50 million users across 13 markets. Execute commercial rates setup and other operational tasks based on SOPs, understand merchant requirements, and conduct quality control. Provide support to markets promptly, escalate unresolved issues, and support testing for new processes. This role requires 1-3 years of experience in operations, technical support, or customer service, preferably in e-commerce. Demonstrated use of Generative AI tools is a plus. ShopBack offers career progression, competitive compensation, a collaborative culture, and a Work-From-Anywhere benefit.

Requirements

• 1-3 years experience in an Operations / technical support/ customer service role
• Maintain a thorough understanding of the latest SOPs and any updates or revisions
• Strong attention to detail and Initiatives to clarify and understand changes and deviations of processes
• Good communication skills with a strong customer focus
• Basic analytical and troubleshooting skills. Able to use dashboards/ MS Excel/ Gsheets functions for basic data processing and analysis
• Enable 24/7 support with a minimum 30% availability on shift schedules at Out-of-Office Hours

Responsibilities

• Execute commercial rates setup and other operational tasks based on a set of SOPs reliably and accurately within SLAs
• Understand merchant specific requirements and conduct checks accordingly
• Monitor issues and conduct daily quality control tasks
• Provide support for markets with accuracy and promptness to meet SLAs
• Properly escalate unresolved issues to the appropriate internal teams after due diligence checks and follow through with resolution
• Support testing and QAs for new operations processes

Preferred Qualifications

• Experience in e-commerce industry is an added advantage
• Demonstrated use of Generative AI tools (e.g. ChatGPT, Cursor) to develop new or improve workflows, enhance productivity, and drive efficiency at scale

Benefits

• Career progression paths and opportunities to take on greater challenges that help you realise your ambitions
• Competitive compensation based on your performance
• Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day
• Work-From-Anywhere benefit to enable you to thrive personally and professionally