Vendor Support Asscoiate - By Snoonu
Lusail, QatarFull-timeEntry · 1+ yearsH1B likely
About this role
🚀 Welcome to Your Next Adventure!
By Snoonu is Snoonu's own marketplace store, with electronics at its core alongside home & lifestyle, fashion, baby care, sports, and more. As we scale, the post-sale experience — returns, warranty claims, repairs, and vendor coordination — is becoming just as important as the sale itself. We are looking for a Vendor Support Associate to own the post-sale journey end to end. You will be the connective tissue between the customer, our internal customer service team, vendors/merchants, and brand-authorized service centers — making sure every issue is resolved quickly, correctly, and with minimal friction for the customer.
🛠 What You’ll Get Your Hands On:
Post-Sale Customer Support
- Own resolution of post-sale cases: returns, exchanges, refunds, warranty claims, DOA (dead-on-arrival) units, missing accessories, and repair requests.
- Ensure every case is tracked from first contact to final resolution within defined SLAs.
- Handle escalations from the customer service team that require vendor or service-center involvement.
Stakeholder Coordination
- Act as the single point of contact between merchants/vendors, the internal customer service team, brand/vendor service centers, and the end customer.
- Coordinate warranty repairs and replacements with authorized service centers (pickup, repair status, turnaround time, return to customer).
- Manage the RTV (return-to-vendor) process, including documentation, approvals, and follow-up on vendor credits or replacements.
- Keep customers proactively informed on the status of their case at every stage.
Commercial Team Liaison
- Work closely with the commercial/buying team on vendor performance issues surfaced through post-sale cases (high return rates, recurring defects, slow service-center response).
- Feed post-sale insights into vendor reviews and negotiations (e.g., warranty terms, return policies, service-level commitments).
- Flag SKUs or vendors with abnormal defect/return patterns for commercial action (delisting, renegotiation, quality checks).
Process Improvement
- Map, document, and continuously improve post-sale support flows (returns, warranty, refunds, escalations).
- Define and maintain the escalation matrix and SLA framework across all parties involved.
- Build and maintain an internal knowledge base: vendor return policies, warranty terms, service-center contacts, and standard operating procedures per category/brand.
- Identify automation opportunities in ticketing, status updates, and vendor communication.
Reporting & Dashboards
- Own post-sale reporting: return rate by category/vendor/SKU, resolution time, SLA compliance, warranty claim volumes, refund value, and repeat-issue rates.
- Maintain a live dashboard for post-sale performance visible to commercial and CS leadership.
- Produce weekly/monthly summaries with root-cause analysis and recommended actions.
🧙♂️ The Magic You Bring
- Up to 1 year of experience in customer support, after-sales service, or vendor/partner management — ideally in e-commerce, electronics retail, or quick commerce.
- Strong understanding of returns, warranty, and repair workflows, especially for electronics.
- Excellent written and verbal communication; comfortable managing multiple external and internal stakeholders simultaneously.
- Proficiency with spreadsheets (Excel/Google Sheets) and comfort building reports and dashboards; experience with ticketing/CRM systems is a plus.
- Highly organized, detail-oriented, and able to keep many open cases moving in parallel without dropping any.
- Customer-first mindset with the commercial awareness to balance customer experience against cost.
- English fluency required; Arabic is a strong plus.
- Based in Qatar or willing to relocate.
✨ Bonus Points if You Have:
- Experience working with brand-authorized service centers (e.g., Apple, Samsung, HP) in the GCC.
- Familiarity with marketplace operations (merchant/vendor models, RTV, vendor debit/credit notes).
- Experience with process documentation and SOP creation.
- Basic data skills (pivot tables, lookups, dashboard tools such as Looker Studio or Power BI).
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
Be Customer Obsessed: “Focus on the customer and all else will follow.”
Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”
It's All About People: “Be a team player; together we are stronger.”
Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.