What are the responsibilities and job description for the Community Associate position at ShopBack?
Our Journey
ShopBack started as a spark of inspiration one night in 2014 when Henry and Joel were brainstorming ideas in Henry’s car. That lightbulb moment — earning Cashback while shopping online — was just the beginning. Fueled by the countless possibilities, the team locked themselves in a hotel room for 24 hours to code the very first prototype. Their mission? To revolutionize shopping by helping advertisers market more cost-effectively, while making every purchase more rewarding for shoppers.
Today, ShopBack is the leading shopping, rewards, and payments platform in Asia-Pacific, empowering 45 million shoppers across 12 markets. With 20,000 partners and over half a million transactions daily, we’re redefining the way the world shops. As we expand globally, we’re looking for adventurous, driven individuals to help us build The World’s Most Rewarding Way to Shop.
About the Role:
We are looking for a passionate Community Associate to champion Shopback Australian customers. Equipped with in-depth knowledge on how Cashback, operations and customer care works at ShopBack, the Community Associate will become the first point of contact for customers in the community and a key point of escalation internally. This champion will aim to resolve issues, educate users and increase community engagement with a customer-first mindset.
\n- Build deep knowledge: champion users by becoming an expert on how the platform, operations and customer care team operates as well as their processes
- Customer Support: Provide timely and high-quality customer support through our communities, addressing customer inquiries, issues, and feedback
- Educate users: use the communities as a platform to educate engaged users on how to maximise Shopback and CashBack
- Community Engagement & Advocacy: Manage and engage online communities such as OzBargain and Facebook “ShopBack Super Savers” to build a more loyal customer base.
- Cross-Functional Collaboration: Act as “first in line” reporting issues with operations and customer care Suggest improvements on how to deliver great customer experience
- Champion customer satisfaction: build quantitative and qualitative data points to support user centric initiatives (alleviate pain points / build commercial opportunities)
- Best Practices Research & Reporting: continuously research community engagement best practices, trends, and emerging platforms to enhance community interactions and customer experience.
- Community-First Promotions: develop and execute community-focused promotions, exclusive offers, and campaigns to engage the community and create excitement around the brand.
- Min. 1 year of customer care experience; prior experience in eCommerce/retail industry preferred
- A self-starter who is independent and self-motivated
- Exceptional writing skills - chatbot experience highly preferred
- Curious and hungry to learn is a must
- Experience with OzBargain is highly regarded
- Highly organised with high attention to detail
- Strong interpersonal skills with excellent written skills
- Not afraid of uncharted territory. Always open to exploring something foreign and new
- Not discouraged by failure or mistake, and always looking to improve
ShopBackers' DNA
Grit - We tackle all challenges head-on, working together to solve problems and achieve success.
Hunger - We value hard work, and having relentless drive.
Speed - We move fast and have a bias for action, all to deliver maximum impact.
Impact - We focus on results, always aiming for the best possible outcomes and timelines.
Growth - We embrace a growth mindset, constantly striving to learn, improve, and excel in our roles.
Exclusively for ShopBackers
Career progression paths and opportunities to take on greater challenges that help you realise your ambitions.
Be part of a winning team on a journey to global scale.
Competitive compensation based on your performance.
Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day.
Work-From-Anywhere benefit to enable you to thrive personally and professionally.
ShopBack is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws. Join our team and help us make a difference!
