Shopper Community & Performance Specialist

Job description

At buymie we believe it’s all about being personal and attentive. Our mission is to help and improve our customers life by offering convenience and freedom. At Buymie, our shoppers are at the heart of delivering a great customer experience. We are looking for a Shopper Community & Performance Specialist to join our Operations team in Armenia. In this role, you will support and manage the shopper community by resolving complex issues, monitoring performance, providing coaching and feedback, and identifying opportunities to improve shopper engagement and operational performance. You will work closely with Operations, Product, and other teams to improve processes and prevent recurring issues. Job Responsibilities Handle complex shopper escalations related to payments, disputes, performance, attendance, and policy violations. Monitor shopper performance and identify trends such as cancellations, lateness, low ratings, or repeated issues. Investigate performance and behavioural issues and identify root causes. Provide clear, constructive coaching and feedback to shoppers. Support initiatives that improve shopper performance, engagement, reliability, and community standards. Maintain accurate records and ensure cases are handled consistently and in line with Buymie policies. Work closely with Operations, Product, Shopper Support, and other teams to resolve issues and improve processes. Identify opportunities to improve workflows, policies, tools, and communication. Support and mentor junior team members by sharing knowledge and best practices. Use operational data to identify trends, measure results, and support decision-making. Your profile Job Requirements 2+ years of experience in customer support, operations, community management, or a similar role . Strong problem-solving and analytical skills. Experience handling escalations and difficult conversations. Excellent written and verbal communication skills. Ability to provide constructive feedback and coach others. Strong attention to detail and ability to make fair, consistent decisions. Confident working with Excel/Google Sheets , including formulas, filtering, and pivot tables. Experience with Intercom or similar customer support platforms is highly valuable. Experience with Power BI, Staffomatic, Fountain, or survey tools is a plus. Strong ownership, organisation, and ability to work independently. Comfortable working in a fast-paced, team-oriented environment. Proactive mindset with a focus on identifying and preventing recurring issues.