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Quality Assurance (QA):Closely monitor manage new customer accounts/ suspected fraud cases and any changes in customer information in collaboration with the Customer Service team to minimize risks and maintain clean system data.Continuously scan and monitor for new fraud trends and modus operandi to identify appropriate solutions.Actively propose adding/removing features on the merchants app and on the internal system for the Customer Service team to improve the experience, accelerate operations, and maximize efficiency.Draft and manage all KYC materials and sites for internal and external use.Operations:Monitor system data daily, weekly, and monthly to ensure the Sales team strictly adheres to company regulations and policies.Support the Sales teams daily operations and actively propose new ideas to improve processes and policies for the Sales team.Ensure that all processes, issues, or changes are effectively communicated to internal and external stakeholders and documented appropriately.Use AI tool(s) to drive efficiency, quality, and standardization of Shopee Counter processes visually and concisely.Other tasks as assigned by the line manager.

Service Delivery End-User SupportHandle joiner/mover/leaver processes, device imaging, and access provisioning.Infrastructure OperationsSupport office/site networks (LAN/WAN/Wi-Fi/VPN) and endpoint management (MDM/patching).Assist with identity access (AD/Azure AD/Okta/SSO), printers, and meeting room tech.Monitoring, Incident Problem ManagementProactively monitor health dashboards; run playbooks;Conduct RCAs, track problem records, and prevent repeat incidents.Change, Projects RolloutsPartner with cross-functional teams to land new tools and process improvements.Governance, Security ComplianceEnforce corporate IT policies/standards; support audits and access reviews.Keep documentation/runbooks/KB articles current and accurate.Asset ManagementMaintain accurate inventory/CMDB for devices, licenses, and spares.Stakeholder CommunicationProvide timely updates on service status, risks, and deliverables to business owners.

Coordinate internal resources and work with other teams across all functions (Business Development, Marketing, Operations) to plan and execute monthly campaigns as well as optimization levers, following the analysis;Compile, analyze, and present data on campaign performance metrics to identify opportunities for improvement toward profitability and commercial;Anticipate and troubleshoot during campaigns when issues arise; identify root causes and potential solutions to problems;Other tasks as assigned by the Reporting Manager. 

Analyze business pain points, leverage your technical understanding and creativity to propose innovative solutions that align with business objectivesUtilize your excellent communication skills to convey complex technical concepts to non-technical stakeholders and vice versaFacilitate discussions, workshops, and presentations to ensure clear understanding and alignment across teamsCollaborate with business users to test and roll out new features and enhancements, gather feedback and make necessary refinementsDeep dive into business metrics and operations to understand their objectives and technical opportunities to solve their problemsDevelop and maintain the product roadmap that aligns with business objectives and strategies. Prioritize features and initiatives based on business value and impactManage cross-functional projects that require technical solutions, ensure product roadmap aligns with project timelines and deliverables

 Data Analysis Reporting:Define, track, evaluate, and be in charge of business metrics.Democratize data by building and socializing decision tools (dashboards, reports).Support various business functions with the development and maintenance of various management reports.Business Consulting Decision Support:Read data and tables, assist in analyzing business performance data, and give simple business/ operation insights.Support identifying key trends and insights from data to help business owners make proper and informed decisions to drive overall business growth and efficiency.Support in communicating key business findings to stakeholdersAssist in identifying areas for improvement in business processes.Assist in overseeing overall functions and business performance to ensure KPIs are achieved and cost efficiency. 

Negotiate and promote cooperation with partners (sellers), ensuring the development of Shopee categories customer-to-customer or business-to-customer seller bases.Establishing contact and conducting sales meetings with key decision makers to convince them to join Shopee marketplace.Conducting necessary follow-up to ensure sales process completion until the seller is live.Provide market insights from sellers perspective, including understanding products, sellers, market competitor dynamics.Developing online merchandising and promotion proposals to achieve sales targets.Prospecting leads and identifying key business partners for Shopee platform.Track, care, and evaluate activities of the partners (sellers).Other tasks as assigned.

Product ManagementDevelop a deep understanding of Shopee Ads products (Product Ads, Shop Ads, Brand Ads, Livestream Ads, Video Ads) and their evolving features.Manage the product pipeline, localize, launch, and optimize new features and products for the Vietnam market.Stay ahead of industry trends and competitor offerings to inform product positioning and strategy.Handle and resolve product-related tickets and inquiries from both internal teams and sellers, ensuring timely responses and accurate solutions.Synthesize feedback from tickets to identify recurring issues, propose product enhancements, and improve user experience.Marketing Seller EngagementContinuously assess market needs, seller pain points, and industry dynamics to shape education programs, engagement strategies, and product positioning.Educate sellers on how to effectively use Shopee Ads through guides, tutorials, webinars, and workshops tailored to different experience levels.Create and maintain a comprehensive knowledge base with up-to-date product information, case studies, and best practices.Design and execute targeted marketing initiatives to promote Shopee Ads adoption and highlight success stories.Engage with the seller community via forums, events, and feedback channels to address concerns, share insights, and strengthen relationships.Monitor adoption and campaign performance to identify opportunities for improvement and refine both education and marketing strategies. 

Support day-to-day operations of Marketing programs, ensuring accurate setup and smooth executionAssist in coordinating program timelines, onboarding processes, and internal documentationWork with cross-functional teams (e.g., Finance, Product, Marketing) to support backend setup and basic approvalsHelp identify operational issues and suggest small-scale improvements to enhance efficiencyContribute to team tasks such as reporting, tracking, and updating workflows as programs evolve. 

1. Livestream Operation ExecutionCoordinate, and execute marathon livestreams featuring Tier-1 KOLs and celebrities.Facilitate seamless communication with MCNs to ensure content quality, smooth operations, and high audience engagement.Standby during livestream support lead to take action promptly to optimize real time performanceSupport in compiling performance reports and suggesting areas for improvement2. Stakeholder Partnerships: Support to build and maintain collaborative relationships with MCNs, supporting mutual growth and brand alignment.Work cross-functionally with internal teams to align livestream initiatives with platform campaigns and business priorities 3. Ad-hoc task:  assist the Line Manager on strategic initiatives and research related to KOLs, MCNs, or livestream trends

             Payment ExecutionHandle the execution of supplier compensation payments (e.g., due to lost items, damaged goods, late deliveries, operational issues).Review, validate, and raise payment requests through internal systems based on inputs from BD and other teams.Maintain a clear understanding of the end-to-end payment process and ensure compliance with internal policies.Ensure data accuracy, documentation completeness, and timely submission to Finance for processingMaintain and update tracking sheets and records Payment Progress Management Stakeholder CoordinationTake ownership of the overall payment timeline across all compensation cases; proactively identify and resolve any delays or blockers.Work closely with key stakeholders including Finance and Commercial teams to execute and close out payments efficiently.Propose and implement solutions to shorten payment lead time, improve visibility, and enhance transparency.Maintain up-to-date reports and dashboards to track payment status, lead time, and escalation points if necessary.