[Local Product] Product Support Lead

[Local Product] Product Support Lead

Shopee
3-6 years
Not Specified

Job Description



Job Description:

You will be playing a hybrid role who can fulfil both the technical and business requirements of the job:
  • Monitor the platform's daily issues on ticketing systems (Jira, Internal Ticket Portal)
  • Allocate the team resources to standby for daily issues, as well as in campaign days to ensure 24/7 support
  • Follow-up with the regional product team on the fix for major issues
  • Work closely with cross-functional teams (Business Development, Marketing, Operations, etc.) to provide technical support and advice on product-related matters
  • Analyse the team's performance and set the KPI and goals for them
  • Sync up with local product teams on product features and issues
  • Consolidate user and department feedback and compose process/product feature improvements.


Requirements:
  • Bachelor's degree in any major.
  • At least 3 years of experience in Product Support/Technical Support/IT Support or Customer Service
  • Excellent problem-solving skills, who love to solve problems and make a better product experience
  • Proficiency in SQL & Excel
  • Proven communication and critical thinking skills, who can identify the user's real problems and convert business matters into technical terms and vice versa
  • Quick learner since you will need to learn new logic every day to be able to guide and train the team members

Job Details

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Industry:

About Shopee

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

Job Source : careers.shopee.sg

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