Customer Support Vendor Management Specialist - Payment & Checkout at Wish

| San Francisco
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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...

  • Be the subject matter expert for Payment & Checkout issues
  • 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.
  • 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.
  • Have 2+ years experience in payments & processing.
  • 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.
Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases


Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

As a designer at Wish, we primarily work cross-functionally with product managers and engineers to deliver creative solutions. However, it’s also important to include other teams to get better feedback and perspective. For example, I work with our customer support teams to gather user feedback and apply that directly to my design solutions.


Product Design Lead

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.


Manager, Software Engineering

What are Wish Perks + Benefits

Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Retirement & Stock Options Benefits
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Shuffle Board.
Stocked Kitchen
Fitness Subsidies
Wish offers a fitness allowance.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
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