Vendor Support Associate

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:

• 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.
• 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.
• 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.
• 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