Customer Experience Lead

Utah, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

Candidates should have 5-7 years of experience in customer experience, escalations, trust & safety, or CX ops roles, with a proven ability to work cross-functionally. Strong organizational and systems-thinking skills are necessary, along with excellent written and verbal communication. Familiarity with social listening tools, VOC dashboards, or CRM platforms is required, and a passion for improving customer experience is essential.

Responsibilities

The Customer Experience Lead will serve as the primary point of contact for triaging and resolving customer issues and requests across the Authenticity Guarantee program. This role involves monitoring public channels, collaborating cross-functionally to resolve issues, and designing/maintaining a system to track and manage all AG-related feedback. Responsibilities also include analyzing feedback to identify trends, leading business reviews with stakeholders, and creating/maintaining Standard Operating Procedures (SOPs) and playbooks for common customer scenarios.

Skills

Customer Issue Resolution

Customer Feedback Analysis

Social Media Monitoring

Cross-functional Collaboration

Problem-Solving

Communication

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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