Responsibilities
The Governance and Experience (GNE) team is dedicated to building a safe, reliable, and high-quality marketplace for users and partners alike. We are passionate about delivering exceptional user experiences by developing effective policies, operational frameworks, and system-level solutions that ensure trust, safety, and service excellence across our platform.
Within GNE, the Service Support Centre (SSC) plays a key role in providing outstanding customer service to buyers, partners, and internal stakeholders. As part of SSC, we are seeking a Voice of Business (VoB) Specialist who will be responsible for analyzing feedback from sellers and creators, identifying key themes, and driving actionable improvements. This role is critical to reducing contact rates, enhancing seller satisfaction, and ultimately contributing to GMV growth through operational and experience-driven insights.
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Responsibilities
- Analyze regional dashboards to identify key contact drivers and emerging trends
- Investigate ticket pools to identify high-impact or representative cases
- Review and summarize ticket correspondence to create clear, concise case reports.
- Collaborate with Voice of Customer (VoC) Program Managers to align on root causes and recommend corrective actions
- Coordinate with cross-functional stakeholders to implement solutions and ensure closure on shared daily cases
- Provide support to VoC, Training, and Quality Assurance (QA) teams as needed
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience
- At least 2 years of work experience in customer service or a related field
- Strong attention to detail, with solid analytical and quantitative skills
- Excellent written communication skills in English
- Proven ability to work effectively in a team-oriented, collaborative environment
Preferred Qualifications
- Experience working with remote or virtual teams across multiple time zones
- Demonstrated sense of ownership and accountability, with a focus on delivering high-quality results
- Comfortable working in fast-paced, cross-functional environments
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143555 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.