Product Operations Specialist

Delivery Hero Austria; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

A leading company in the on-demand delivery sector is seeking a Product Operations Specialist to join their EU & APAC Consumer Platform team in Kuala Lumpur. The role involves technical support and issue resolution on consumer products for brands such as foodpanda and foodora, offering a dynamic and international work environment with opportunities for personal and professional development.

Benefits

Free food

Health and dental insurance

Learning and development opportunities

Qualifications

• 4-5 years of experience in fintech, product operations, technical support, or similar role.
• Good understanding of software debugging and troubleshooting.
• Strong written and verbal communication skills.

Responsibilities

• Analyzing and categorizing reported issues.
• Providing technical support to users experiencing product malfunctions.
• Identifying critical issues and escalating them for resolution.

Skills

Software debugging

Log analysis

Troubleshooting techniques

Cross-collaboration

Communication

Education

Bachelor's degree in Business, Computer Science, Natural Science Studies, or related field

Tools

Jira

SQL

Postman

Job description

About the opportunity

We are looking for a Product Operations Specialist to join our EU & APAC Consumer Platform team and reinvent on-demand delivery with us.

The EU & APAC Consumer Platform team at Delivery Hero consists of smart and driven people from all around the world who work closely together with our entities worldwide to provide an amazing experience to our customers. The Product Support team within Product Operations currently supports local business teams on the consumer platform for brands like foodpanda, foodora, and Yemeksepeti in 17 markets across the EU and APAC regions, handling questions or requests about our consumer product solutions, providing essential technical support, and ensuring the timely resolution of product issues.

What’s on the menu:

• Analyzing and categorizing reported issues, replicating bugs where possible, and determining root causes.
• Providing in-depth technical support to users experiencing product malfunctions.
• Identifying critical issues and escalating them to the appropriate engineering or development teams for resolution.
• Maintaining FAQs and troubleshooting guides to streamline internal support processes.
• Keeping users informed about ticket status, resolution timelines, and workarounds when applicable.
• Working closely with Product and Engineering teams to report recurring defects and suggest product improvements based on user feedback and identified patterns.

What you need to be successful

What you can bring to the table:

• Bachelor's degree in Business, Computer Science, Natural Science Studies, or a related field.
• Approximately 4-5 years or more of experience in fintech, product operations, technical support, or a similar role.
• Good understanding of software debugging, log analysis, and troubleshooting techniques.
• Able to quickly identify and diagnose issues with a structured approach.
• Strong written and verbal communication skills for user interactions and stakeholder updates.
• Experience working with engineering teams and familiarity with ticketing systems like Jira is an advantage.
• Systematic, structured, and detail-oriented mindset, with the ability to work independently in a fast-paced environment.
• Great cross-collaboration and influencing skills, with the ability to convey complex information simply and clearly.
• Good understanding of software development processes, API debugging, SQL queries, and related tools (e.g., Jira, Confluence, Miro, Datadog, Grafana, Charles Proxy, Postman) is a plus.

Who we are

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform. Our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

What’s in it for you

What we offer:

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast-growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

foodpanda is operated by Delivery Hero Group (“DH Group”)—the world’s leading local delivery platform, operating in 70+ markets across Asia, Europe, Latin America, the Middle East, and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40,000+ people worldwide. Additionally, Delivery Hero is pioneering quick commerce, the next generation of e-commerce, aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017.

In July 2024, Delivery Hero SE merged three of its market-leading food delivery businesses, foodora and Yemeksepeti in Europe, and foodpanda in Asia. All three now form the second-largest organization within the Delivery Hero Group, leading food and QCommerce delivery in 17 markets across both regions.