Vendor Management Specialist - Full Time Position based in San Francisco, CA
Wish is the leading mobile commerce platform in North America and Europe. Our mission is to bring a high selection of affordable goods to everyone across the globe. With over 300 million users across the world, Wish is defining and building the future of mobile shopping.
Wish is committed to providing customers with the best possible shopping experience. Are you passionate about improving customer experiences? Do you like to optimize processes and manage relationships? If so, keep reading! The Vendor Management Specialist role at Wish will be the first line of defense for escalations from our vendor partners. In this role, you will own the day-to-day interactions with vendors in your area of expertise. In addition, you’ll work cross functionally with internal teams to ensure that our vendors have the information and resources needed in order to improve their ability to support Wish’s customers in a delightful manner.
For internal use only: #LI-JO1
What You'll Do...
Manage all vendor escalations within your area of expertise to drive the resolution of the problem.
Liaise with internal departments as necessary to resolve escalated issues.
Be the subject matter expert in one of four areas:
Issue with Item/Return Process/Refund Escalation
Shopping & Order Updates/Delivery Issues
Payment & Checkout Issues
Coach agents in the area of your expertise.
Report on and monitor metrics for agents in the area of your expertise.
Create and maintain agent trainings and knowledge base entries via Guru.
Assist with creating or updating processes to improve the interplay between the customer and vendor.
Own the relationship with our vendor partners to ensure that they are meeting and exceeding our Customer Support expectations.
10% travel on-site to vendor partner locations for training, QBRs and other meetings as needed.
Who You Are...
Have two to five years of experience in vendor management, customer support operations or account management.
Are a subject matter expert in one of the four previously defined areas.
Possess strong qualitative and analytical skills with a data-driven approach to problem solving.
Pays attention to detail, with the ability to work on multiple priorities.
Demonstrate strong written and verbal communication skills.
Nice to Have
Fluent in Portuguese or Tagalog.
Previous experience working with BPOs or outsourcers.
Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
Wish is the leading mobile commerce platform in North America and Europe. Our mission is to give everyone access to the most affordable, convenient, and effective shopping mall in the world. By leveraging a competitive global supply chain of direct suppliers and avoiding retail costs we are offering anyone with a smartphone access to tens of millions of affordable goods. By making Wish available on smartphones we are putting this digital shopping mall directly in the pockets of tens of millions of consumers.