Customer Experience Lead

About eBay

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Role Summary

This role is the central point of contact for managing customer issues and requests across the Authenticity Guarantee (AG) program. As the first line of defense, you'll build and maintain systems to triage, track, and resolve incoming issues from social channels, business units, and other feedback sources. Beyond resolution, you'll synthesize this feedback to identify patterns, highlight areas for improvement, and develop a strong point of view on how to evolve the AG experience. Your insights will help shape product, policy, and operational priorities across the program.

Key Responsibilities

Customer Issues & Requests Management & Resolution

• Serve as the primary POC and first line of defense for triaging customer issues and requests from all sources (customer service, business unit, social, leadership, etc.).
• Monitor public channels and social media to proactively identify and flag customer concerns before they escalate.
• Collaborate cross-functionally, as needed, to resolve customer issues and requests efficiently—engaging directly with customers when appropriate.

Triage System Ownership

• Design and maintain a scalable system to systematically track, log, and manage all AG-related issues and requests.
• Aggregate feedback from diverse sources including customer service, surveys, social media, etc.
• Ensure all issues are properly routed to the appropriate owners and that resolution SLAs are consistently tracked and met.

Feedback Aggregation & Insights

• Analyze feedback to identify root causes, recurring issues, and emerging themes.
• Lead regular business reviews with internal stakeholders to surface trends and deliver actionable insights.

SOP Development & Playbook Creation

• Create and maintain the AG Customer Experience Playbook, outlining SOPs for common scenarios (e.g., reinspections, failed authentication outcomes, delays).
• Keep playbooks up to date to reflect policy changes, product updates, and new learnings.

Qualifications & Experience

• 5–7 years of experience in customer experience, escalations, trust & safety, or CX ops roles.
• Proven ability to work cross-functionally with GCX teams and/or external service partners.
• Strong organizational and systems-thinking skills—comfortable building scalable frameworks and processes from the ground up.
• Excellent written and verbal communication skills with a clear, customer-centric voice
• Comfortable interpreting both qualitative and quantitative feedback to identify trends and inform strategy.
• Familiarity with social listening tools, VOC dashboards, or CRM platforms (e.g., Sprinklr)
• Deep passion for improving the customer experience and advancing eBay’s mission.

Compensation

The base pay range for this position is expected in the range below: $60,000 - $101,500

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee is hired.