Marketplace Seller Support Specialist

Responsibilities

Manage the day‑to‑day operations of outsourced agent teams handling marketplace seller requests.

Coordinate with planning teams to facilitate capacity planning, staffing adjustments, and ongoing training schedules.

Monitor team performance against SLAs and KPIs, designing supportive, actionable plans to elevate service quality.

Collaborate closely with Quality and Training departments to identify capability gaps and implement targeted development programs.

Lead incident response for escalations, seamlessly coordinating with legal, risk, and central operations teams during seller crises.

Facilitate a continuous feedback loop from vendors to central business teams to improve tools, policies, and cross-functional processes.

Initiate and manage development projects focused on streamlining agent workflows and adapting to emerging seller needs.

Expected Qualifications

University degree, preferably in Engineering, Economics, or Management.

Experience in digital experience, project management, process improvement, or vendor-operations management; e-commerce background is a plus.

Excellent analytical and problem-solving skills, with the ability to translate operational insights into practical business solutions.

Strong stakeholder management and cross-functional collaboration abilities to effectively align external vendors with internal teams.

Capable of managing crises and complex escalations calmly while maintaining a customer-first mindset.

Adaptable and highly responsible, comfortable working iteratively to optimize processes and balance operational costs with seller satisfaction.

Excellent written and verbal communication skills in Romanian (native level) and English.