E-commerce Subject Matter Expert, SCommerce

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

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.