Regional Seller Support Specialist - EU
We are seeking a motivated and detail-oriented professional to join our Regional Seller Support team for the EU. This role is critical in driving operational excellence and ensuring a top-tier support experience for our sellers.
You will help streamline onboarding and ongoing assistance through close collaboration with both internal and external teams, ultimately enhancing seller satisfaction and support quality.
This role requires strong analytical skills, process-oriented mindset, and excellent problem-solving abilities to drive continuous improvements and optimize processes.
A key responsibility of this position is to oversee and execute EU seller support processes, directly and via external partners. You will also be responsible for driving continuous improvements to enhance seller experience and support quality.
Key Responsibilities:
* Operational Excellence & Seller Support:
o Oversee and execute EU seller support processes, directly and via external partners.
o Drive continuous improvements to enhance seller experience and support quality.
* Quality Control & Process Improvement:
o Conduct quality checks and audits on processes handled by external partners.
o Identify workflow inefficiencies and collaborate on solutions.
* Escalation Management:
o Handle escalated tickets from external teams promptly and effectively.
o Guide external teams to prevent repeat issues.
* Content Management & Seller Autonomy:
o Maintain accurate, up-to-date FAQs to empower self-service.
o Work with content teams to improve FAQ resources based on common seller inquiries.
* Collaboration & Reporting:
o Coordinate with internal (Ops, Product, Support) and external teams to ensure seamless operations.
o Prepare regular reports on metrics and improvements.
Required Skills and Qualifications:
* Analytical Skills: Strong ability to analyze data and performance metrics, identify trends, and recommend improvements.
* Process-Oriented Mindset: Demonstrated experience in process optimization and quality control testing.
* Problem-Solving Abilities: Excellent troubleshooting and escalation management skills.
* Collaboration Skills: Proven ability to work across teams, manage external vendors, and build strong relationships with stakeholders.
* Tech Proficiency: Comfortable with CRM systems, ticketing tools, and data analytics platforms.
* Languages: Fluency in FR, NL & EN is required.