Senior Merchant Support Coordinator

1 week ago

Quezon City, National Capital Region, Philippines ShopBack Full time
Our Journey ShopBack began in 2014 as a late-night spark of inspiration between Henry and Joel — not just to build a Cashback platform, but to reimagine how brands and consumers connect. As former advertisers, they understood the limitations of traditional marketing, and saw an opportunity to deliver more value on both sides. That idea quickly turned into action, with the first prototype built during a 24-hour sprint. Today, ShopBack serves over 50 million users across 13 markets, partners with 20,000+ merchants, and powers over half a million transactions daily. We're building The World's Most Rewarding Way to Shop — and looking for bold, driven individuals to join us. Your Adventure Ahead
  • Execute commercial rates setup and other operational tasks based on a set of SOPs reliably and accurately within SLAs
  • Understand merchant specific requirements and conduct checks accordingly
  • Monitor issues and conduct daily quality control tasks
  • Provide 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
Essentials to Succeed
  • 1-3 years experience in an Operations role. Experience in e-commerce industry is an added advantage.
  • 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
  • Demonstrated use of Generative AI tools (e.g. ChatGPT, Cursor) to develop new or improve workflows, enhance productivity, and drive efficiency at scale.
ShopBackers' DNA Grit - We tackle all challenges head-on, working together to solve problems and achieve success. Hunger - We value hard work, and having relentless drive. Speed - We move fast and have a bias for action, all to deliver maximum impact. Impact - We focus on results, always aiming for the best possible outcomes and timelines. Growth - We embrace a growth mindset, constantly striving to learn, improve, and excel in our roles. Exclusively for ShopBackers Career progression paths and opportunities to take on greater challenges that help you realise your ambitions. Be part of a winning team on a journey to global scale. 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. ShopBack is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws. Join our team and help us make a difference
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