Merchant Support Analyst, SPX Express

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:

Key Responsibilities:

• - Handle merchant inquiries, issues, and escalations across support channels


• - Diagnose and resolve operational, technical, and account-related concerns


• - Maintain SLAs and ensure timely issue resolution


• - Document issues and resolutions to build internal knowledge bases


• - Identify recurring issues and recommend process or product improvements


• - Collaborate with internal teams (operations, product, tech) to resolve complex cases


• - Monitor support performance metrics and suggest improvements


• - Assist in training and onboarding of new support team members


• - Contribute to improving support workflows and tools

Requirements:

Qualifications:

• - Bachelor’s degree in Business, Industrial Engineering, or related field


• - 1–3 years of experience in customer/merchant support or operations


• - Strong problem-solving and troubleshooting skills


• - Excellent communication and interpersonal skills


• - Ability to handle multiple issues in a fast-paced environment


• - Familiarity with ticketing systems and support tools


• - Experience in e-commerce or platform-based businesses is a plus