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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive operational leadership with a focus on driving productivity improvements and enhancing user experience through data analysis and process optimization. Proven ability to mentor teams and manage complex investigations in support environments.
Highest-signal resume keywords
Team LeadershipOperational ExperienceAnalytical SkillsCase Management ToolsBusiness Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process DesignSQLData AnalysisPerformance ImprovementToolingAutomationComplex InvestigationsUser Account ManagementReportingInsights Generation
Soft Skills
MentoringCollaborationCommunicationProblem-SolvingAdaptability
Tools & Technologies
ZendeskJIRADashboardsSupport Tools
Industry Keywords
E-CommerceMarketplaceSupport TeamsInternational MarketsStartups
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Direct and mentor a team of Team Leads, fostering a collaborative environment to drive a world-class user experience
- Deep-dive into complicated cases and situations to provide guidance to CX team members
- Lead team performance to drive productivity, quality, and user experience results
- Create and use reporting to identify areas for performance improvement
- Build a culture of insights generation by regularly reviewing support metrics
- Improve product, process, experience, and overall business outcomes
- Partner with Training and Strategy and Operations to reinforce compliance with new launches, processes, and policies
- Maintain functional knowledge and serve as a subject matter expert on policies, processes, and projects related to day-to-day operations
- Undertake ad-hoc projects as required
Requirements
What you’ll need- Minimum of 8 years of overall experience, ideally 3+ years leading managers
- Deep operational experience running support teams at scale, ideally across international markets
- Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation
- Hands-on experience with complex investigations involving payments, shipping, orders, or user accounts
- Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and translate insights into action
- Proven success managing and optimizing case management tools such as Zendesk
- Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information
- Experience working on a marketplace or a two-sided platform (nice to have)
- Experience or passion for buying and selling in online marketplace communities (nice to have)
- Familiarity with support and escalation tools such as Zendesk or JIRA (nice to have)
- Experience in startups, marketplaces, or e-commerce (preferred)
Benefits
Comp & perks- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Pension plans internationally
- Monthly allowance to dogfood the app
- 16 weeks of paid parental leave + one month gradual return to work