Associate, Merchant (Product) Operations - ShopeePay

The Product Operations Specialist acts as the key connector between Users, Merchants, and internal Product/Tech teams. You will handle and investigate failed or disputed transactions escalated by users, find the root causes with partners/banks, and work with the Product team to fix system issues and improve the overall payment experience.

Job Description

1. Transaction Investigation & Issue Resolution

• Investigate and resolve failed, delayed, or disputed transactions escalated by users regarding Merchant payments.
• Coordinate with Banks, Payment Gateways, and Merchants to track transaction statuses and resolve user complaints within SLA.
• Act as the 2nd-line support to handle complex cases transferred from the Customer Support (CS) team.

2. System Monitoring & Bug Tracking

• Monitor transaction flows and partner systems daily to detect anomalies or system drops early.
• Identify, replicate, and report app/system bugs to Product Managers (PM) and Developers; follow up until the bugs are fixed.

3. Product Testing & Process Improvement

• Participate in User Acceptance Testing (UAT) and live testing for new payment features or system upgrades.
• Review daily/weekly issue logs to find recurring system weaknesses and propose product improvements.
• Keep internal teams (CS, Sales) and external partners updated on system changes, downtime, or new features.

Requirements

Must have

• Experience: 1–2 years of experience in Product Operations, Customer Support (L2/L3), or Technical Support in Fintech, E-commerce, or Banking.
• Problem-solving: Strong analytical skills, logical thinking, and the ability to read transaction logs to find root causes.
• Communication: Clear and effective communication to bridge the gap between technical teams (Dev/PM) and non-technical teams (CS/Merchants).
• Attitude: High sense of responsibility, fast learner, and comfortable working in a fast-paced environment.

Nice to have

• Good team player, positive attitude with a can-do attitude, & integrity and responsibility
• A fast learner who is meticulous and detail-oriented
• Self-starter with a strong sense of curiosity