Vendor Support Associate - Snoonu

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.

• 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.

• 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).

• 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.

• 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…