Job description
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.
Responsibilities
- Monitoring issues and conducting daily quality control tasks
- Define and improve internal processes and documentation while identifying opportunities for product improvements
- Provides tier-2 support for internal and external service applications with accuracy and promptness to meet SLAs
- Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
- Updating self-help documents so customers/employees can try to fix problems by themselves
- Working with the product engineering team to fix issues in the most efficient way
- Testing and reporting defects to enhance issue resolution lifecycle
- The team provides 24⁄7 support in a Rotational Shift arrangement with multiple shift timings (including Public Holidays and Weekends).
Requirements
- Experience in Mobile/Web app development and operations
- Understanding of App/Web service issues and escalating incidents.
- Knowledge of quality control and issue reporting and monitoring
- Good analytical and problem-solving skills
- Good communication skills with a strong customer focus
- Skilled in office software and issue trackers like MS-Excel, Google Sheets, Jira, Confluence.
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!
