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Skills
Best Practicesunmatched
Communication Skillsunmatched
Customer Relationsunmatched
Customer Service Operationsunmatched
Customer Support/Serviceunmatched
Detail Orientedunmatched
Establish Prioritiesunmatched
Frequently Asked Questions (FAQ)unmatched
Inside Salesunmatched
Interpersonal Skillsunmatched
Maintain Complianceunmatched
Mandarin Chinese Languageunmatched
Multilingualunmatched
Multitaskingunmatched
Onboardingunmatched
Online Chatunmatched
Operationsunmatched
Policy Developmentunmatched
Problem Solving Skillsunmatched
Salesunmatched
Sales Analysisunmatched
Sales Managementunmatched
Sales Supportunmatched
Sales Trainingunmatched
Service Deliveryunmatched
Service Level Agreement (SLA)unmatched
Team Playerunmatched
Time Managementunmatched
eCommerceunmatched
Description
Position Summary
We are seeking a detail-oriented and customer-focused Merchant Ops Specialist to join our growing Marketplace team based in Los Angeles, CA. In this role, you will serve as the primary point of contact for onboarded sellers, providing timely and comprehensive support through live chat and ticketing channels. You'll play a critical part in guiding sellers throughout their journey on the platform by resolving operational issues, ensuring compliance with SHEIN policies, and supporting overall seller performance. Ideal candidates will bring strong communication skills, a proactive mindset, and a passion for delivering excellent service in a fast-paced, e-commerce environment.
Job Responsibilities
Act as the first point of contact for onboarded seller inquiries via ticketing system
Deliver prompt, thorough, and professional responses to a variety of topics including product listings, integration, order issues, shipping, returns, and account management
Accurately log, track, and manage all seller interactions using internal tools and system
Escalate complex issues to the appropriate internal departments and follow up to ensure timely resolutio
Monitor and prioritize incoming requests to ensure service level agreements (SLAs) are met
Provide continuous guidance and support to sellers throughout their journey on the platform (from onboarding to daily operations
Educate sellers on SHEIN's guidelines, tools, and best practices to ensure compliance and optimal store performance
Address performance-related questions and support sellers in meeting platform standards
Identify and analyze recurring seller issues and areas for operational enhancement
Gather feedback and insights from seller interactions to inform internal teams and influence policy or tool development
Document internal processes and contribute to the development of seller support resources and FAQs
Job Requirements
1-3 years of experience in customer support, operations, or a related field, preferably in e-commerce
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