Job Description
Are you a customer-centric problem-solver with a passion for technology and logistics? Shopee, a leading e-commerce platform in Southeast Asia, is seeking a dedicated and proactive Product Specialist - Support to join our dynamic SPX Express team in Metro Manila. This is an unparalleled opportunity to contribute to one of the region's fastest-growing logistics networks.
As a Product Specialist focusing on Support for SPX Express, you will be at the forefront of ensuring an exceptional experience for our users and partners. SPX Express is Shopee's integrated logistics service, crucial for delivering millions of packages daily. In this pivotal role, you will act as a bridge between our product development teams and our operational users and external stakeholders, providing expert guidance, troubleshooting complex issues, and contributing to the continuous improvement of our logistics products and features.
You will leverage your deep understanding of SPX Express products and services to resolve escalated support inquiries, analyze user feedback, identify recurring issues, and translate technical complexities into understandable solutions. Collaborating closely with engineering, product management, and operations teams, you will drive effective resolutions and enhance overall product performance and user satisfaction. This role is ideal for someone who thrives in a fast-paced environment, possesses strong analytical skills, and is dedicated to optimizing user experiences within a rapidly growing logistics network.
If you're ready to make a significant impact, grow your career in a vibrant e-commerce ecosystem, and help shape the future of logistics in the Philippines, we encourage you to apply!
Responsibilities
- Provide expert product support for SPX Express logistics solutions, addressing complex inquiries and escalated issues from internal and external stakeholders.
- Diagnose and troubleshoot technical problems related to SPX Express systems, applications, and integrations, working closely with engineering teams for resolution.
- Develop and maintain comprehensive product knowledge, becoming a subject matter expert on all SPX Express features, functionalities, and workflows.
- Gather, analyze, and synthesize user feedback to identify product improvements, pain points, and opportunities, communicating these insights to Product Management teams.
- Create and update support documentation, FAQs, and knowledge base articles to empower users and streamline support processes.
- Collaborate with Product, Engineering, and Operations teams to test new features, validate fixes, and ensure smooth product launches.
- Monitor product performance and support metrics, providing regular reports and recommendations for enhancing user satisfaction and operational efficiency.
- Participate in training initiatives to educate internal teams and external partners on product updates and best practices.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
- 1-3 years of experience in a product support, technical support, or product specialist role, preferably within e-commerce, logistics, or SaaS industries.
- Proven ability to troubleshoot complex technical issues and provide clear, concise solutions to diverse audiences.
- Strong understanding of logistics operations, supply chain processes, or e-commerce platforms is highly advantageous.
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts effectively.
- Proficiency in using support ticketing systems (e.g., Zendesk, JIRA Service Desk) and CRM tools.
- Analytical mindset with the ability to identify trends, analyze data, and propose actionable insights.
- Proactive, self-motivated, and able to work independently as well as collaboratively in a fast-paced environment.