Merchant Ops Specialist II

Job Responsibilities

1. Seller-Facing Customer Service

• Serve as the primary point of contact for all seller inquiries through live chat and other channels. Provide timely, comprehensive, and high-quality support across a wide range of topics related to SHEIN Marketplace operations.
• Handle and process various seller requests, ensuring accurate and timely execution. When needed, identify the appropriate internal team for resolution and coordinate handoffs to ensure the seller's issue is addressed efficiently.

2. Lifecycle Support

Provide continuous guidance and support to sellers throughout their journey on the platform-from onboarding to daily operations. Help sellers understand and comply with SHEIN's policies, procedures, and performance expectations.

3. Process Improvement

Collaborate with internal teams to identify recurring seller pain points and operational inefficiencies. Support the development and implementation of solutions that enhance the overall seller support experience.

Job Requirements

• Bachelor's degree in business, e-commerce, or a related field.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• 2-4 years of experience in customer support, operations, or a related field, preferably in e-commerce.
• Experience working with international teams is a plus.

Nice to have

• Bilingual in Mandarin is preferred.