Product Support Analyst — Platform Health & User Insights

SPX PHILIPPINES INC.; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Shopee in the Philippines is seeking a Product Support Analyst/Associate to ensure smooth operation of the platform. You will assist external users and business teams, investigate product-related issues, and provide timely solutions to deliver an excellent user experience.

You will work with cross-functional teams across product, engineering, and QA, document issues, track progress, and propose improvements.

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in customer support, technical support, or product support roles.
• Strong familiarity with the Shopee platform and its features.
• Excellent problem-solving and analytical skills to diagnose and resolve user issues.
• Effective written and verbal communication to assist users and collaborate with cross-functional teams.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Attention to detail and commitment to high-quality user support.
• Proficiency with e-commerce concepts and online marketplace operations (preferred).
• Proficiency in support ticketing systems such as JIRA is a plus.

Responsibilities

• Understand issue types and gather detailed information for tickets.
• Review tickets with seniors to understand system mechanics.
• Identify issues and potential work plans for resolution.
• Communicate with stakeholders to scope the issue and fixes.
• Track progress and update stakeholders on outcomes.
• Contribute to continuous improvement and feature requests.

Skills

Customer support

Technical support

Problem-solving

Analytical skills

Communication skills

Independent work

Education

Bachelor's degree or equivalent

Tools

JIRA

Job description

Shopee in the Philippines is seeking a Product Support Analyst/Associate to ensure smooth operation of the platform. You will assist external users and business teams, investigate product-related issues, and provide timely solutions to deliver an excellent user experience.

You will work with cross-functional teams across product, engineering, and QA, document issues, track progress, and propose improvements.