Senior Merchant Support Coordinator

Summary

Join ShopBack, a company that reimagines how brands and consumers connect, serving over 50 million users across 13 markets. Execute operational tasks based on SOPs, monitor issues, and conduct daily quality control. Provide tier-2 support, escalate unresolved issues, and support testing and QAs for new processes. The ideal candidate will possess 1-3 years of experience in an operations role, strong attention to detail, good communication skills, and basic analytical skills. ShopBack offers career progression, competitive compensation, a collaborative culture, and a work-from-anywhere benefit.

Requirements

• 1-3 years experience in an Operations 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

Responsibilities

• Execute operational tasks based on a set of SOPs reliably and accurately within SLAs
• Monitor issues and conduct daily quality control tasks
• Provide tier-2 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

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