Supervisor Community Support 2 eBay
eBay Inc. - Salt Lake City, UT

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Global Customer Experience (GCX) is focused on creating an engaged and loyal community of buyers and sellers by understanding our customers better and offering them the solutions they need in a way that’s timely, accurate and professional.

The GCX Customer Insights team is supporting this by providing a global summary of what we hear and know about our customers and their experiences with eBay. The team works to drive understanding, dialogue, and actionable recommendations for improvements with partners across the business in an effort to improve our product, policies and servicing strategies.

The Office of the President is a critical component of the GCX Customer Insights team. Office of the President is focused on responding quickly and professionally to customers on behalf of eBay’s Executive staff and recognizing patterns that identify opportunities to improve our product, policies, and processes to fix and prevent customer problems in the future.

The North American Office of the President Team Leader (Supervisor) should possess a passion for the customer along with strong people leadership, process management and communication skills to deliver exceptional service on behalf of our Executives and valuable insights that improve the end-to-end customer experience. Over time, this position may require the Team Leader to support or participate in our Social Media initiatives in North America as a service channel for our customers.

Primary Job responsibilities include:
  • Lead a team of escalation specialists in resolving customer escalations sent to the most senior company executives, Legal, PR, media, and regulatory agencies

  • Responsible for ensuring that the team meets their productivity, quality and customer goals by supporting, partnering with the coaching organization and motivating teammates

  • Responsible for actively driving personal development by identifying areas for development and creating appropriate personal development plans in conjunction with manager

  • Build and implement globally standardized processes in partnership with counterparts in Europe and Asia

  • Guide team through changes as required and ensure everyone is adequately prepared for upcoming workflow, systems and/or procedural changes

  • Supervise the day to day of Office of the President operations, monitoring key performance indicators and making course corrections, as needed, to meet customer demand

  • Make sound decisions that resolve for the customer and balance any potential impacts to the business

  • Build strong relationships with internal stakeholders in order to effectively partner with these teams, such as Legal, PR, Seller Communications, Customer Experience Leadership, to resolve customer issues and improve their ongoing experience

  • Track, monitor and report on trends and emerging issues

  • Leverage insights aimed at improving the customer experience across our product, policy and servicing by making recommendations and presenting compelling evidence

  • Participate in the interview and selection process for new hires

  • Reward and recognize success, proactively share customer stories and create experiences our customers love

  • Address performance concerns in a timely manner by following the disciplinary process and being open, honest and direct

  • Conduct regular 1:1's with employees to set and reinforce expectations, coach, develop, motivate and maintain relationships of trust and cooperation

  • Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition

  • Other duties as assigned

** Position may be filled at a level 23 or level 24 depending on experience

Job Requirements

  • Strong Customer orientation with the ability to balance for the customer and the company

  • Leadership skills building and leading highly effective and efficient teams

  • Excellent interpersonal skills with the ability to build relationships and effectively collaborate with partners across all levels of the eBay, Inc company

  • Strong organizational, communication, influencing and problem-solving skills

  • Ability to meet deadlines in a highly demanding and often ambiguous environment

  • Provide current, direct, actionable and constructive feedback to others

  • Sets clear objectives and measures work, monitors process, progress and results

  • Ability to demonstrate composure and make sound decisions in high pressure situations

  • Strong verbal and written communication skills in English (Spanish/Russian is a plus)

  • High process orientation with the ability to create and implement new processes leveraging current best practices and innovative ideas

  • The ability to handle multiple tasks and prioritize spending time and the time of others on the most important tasks

  • Makes good decisions based on a mixture of analysis, wisdom, experience and judgment

  • Professional experience with Social Media and/or Social Customer Service is preferred

Basic Qualifications

4+ years experience managing a team of employees preferably in a contact center environment

2+ years experience in a customer service oriented environment

Education - Bachelors Degree or Equivalent

Must be able to pass a background and credit check

Experience buying and/or selling on eBay is preferred

Bachelors Degree or Equivalent

eBay - 23 months ago - save job
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The world’s leading e-commerce company, eBay Inc. brings together a family of brands that connect communities. Built on commerce,...