E-commerce Subject Matter Expert SCommerce

Shopee; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Shopee Philippines is seeking a Customer Operations Specialist to help optimize e-commerce support processes. You will troubleshoot bugs, support UAT, and participate in product discussions to drive feature enhancements.

You will leverage Jira, Looker Studio, and Google Workspace to create dashboards, SOPs, and reports, and collaborate with stakeholders to implement improvements across Seller and Merchant platforms.

Qualifications

• Minimum 2 years of experience in Customer Service (E-commerce or BPO preferred).
• Strong background in Process Improvement; translate pain points into actionable solutions.
• Technical proficiency in Bug Troubleshooting using Jira to manage escalations.
• AI Champion: proficient with Gemini and Claude to automate tasks and gain insights.
• Advanced Google Workspace proficiency including Looker Studio, Google Forms, Google Sheets and Google Slides.
• Atlassian tools mastery: Jira, Trello, SMART.
• Strong verbal and written communication with stakeholders and BPO partners.

Responsibilities

• Troubleshoot bug escalations.
• Participate in UAT for feature enhancements.
• Join Product meetings regarding feature enhancements.
• Identify gaps in IHS and Webchat systems for improvement.
• Collaborate to trigger FRF for system improvements.
• Identify innovative ways to streamline operations.
• Maintain dashboards and create/translate reports via Looker Studio.
• Create SOPs and process flowcharts.
• Create sub-accounts in Agent Operation Platform and Merchant Sub-Account Platform.
• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
• Perform ratings and reviews migration.
• Bind shops in the Seller Operation Platform.
• Create SRM accounts.

Skills

Bug troubleshooting

Process improvement

Generative AI tools

Communication skills

Google Workspace proficiency

Tools

Jira

Trello

SMART

Looker Studio

Google Forms

Google Sheets

Google Slides

Job description

Job Description

• Conduct troubleshooting for bug escalations.
• Participate in User Acceptance Testing (UAT) related to feature enhancements.
• Actively participate in Product meetings regarding feature enhancements.
• Identify gaps in IHS and Webchat systems for continuous improvement.
• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.
• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.
• Maintain dashboards and create or translate reports via Looker Studio.
• Develop Standard Operating Procedures (SOPs) and process flowcharts.
• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.
• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
• Perform ratings and reviews migration.
• Bind shops in the Seller Operation Platform.
• Create SRM accounts.

Requirements

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.
• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.
• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.
• AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.
• Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:
  • Data Visualization: Creating and managing dashboards in Looker Studio.
  • Information Gathering: Designing and deploying Google Forms.
  • Data Analysis: Managing complex datasets and formulas in Google Sheets.
  • Presentation: Crafting professional decks in Google Slides.
• Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.