Shopper Community & Performance Specialist

About the role

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, resolve complex issues, monitor performance and drive improvements to shopper engagement and operational efficiency.

Key responsibilities

• Handle complex shopper escalations related to payments, disputes, performance, attendance and policy violations.
• Monitor shopper performance, identify trends such as cancellations, lateness, low ratings or repeated issues.
• Investigate performance and behavioural issues, determine root causes and provide constructive coaching and feedback.
• Support initiatives that improve shopper performance, engagement, reliability and community standards.
• Maintain accurate records and ensure consistent case handling in line with Buymie policies.
• Collaborate with Operations, Product, Shopper Support and other teams to resolve issues and improve processes.
• Identify opportunities to enhance workflows, policies, tools and communication.
• Mentor junior team members by sharing knowledge and best practices.
• Use operational data to identify trends, measure results and support decision‑making.

Required profile

• 2+ years experience in customer support, operations, community management or a similar role.
• Strong problem‑solving and analytical abilities.
• Experience handling escalations and difficult conversations.
• Excellent written and verbal communication skills.
• Ability to provide constructive feedback and coach others.
• High attention to detail and ability to make fair, consistent decisions.
• Proactive mindset with focus on preventing recurring issues.
• Comfortable working in a fast‑paced, team‑oriented environment.

Required skills

• Excel/Google Sheets (formulas, filtering, pivot tables).
• Intercom or similar customer support platform (highly valuable).
• Power BI, Staffomatic, Fountain or survey tools (a plus).