Manage and resolve external and internal cases while ensuring full compliance with company policies and service standards
Provide support to users and stakeholders through multiple communication channels in a timely and professional manner
Communicate clearly and professionally to resolve issues, explain actions, and maintain positive working relationships
Provide technical support and assist merchants with navigation, product listings, account management, and troubleshooting issues related to company products
Process and document cases according to established SOPs, ensuring accurate and complete records of all interactions and outcomes
Create and deliver presentations summarizing insights, findings, and recommendations for internal teams
Support marketing activities, including campaign setup, coordination, execution, and ensuring accurate adherence to campaign requirements
Work with operational to generate insights that support team decision-making
Assist with ad hoc tasks such as developing presentation decks, consolidating reports, and supporting management requests
Qualifications
12 years of experience in operations, or related fields
Experience in tech, e-commerce, or fast-paced environments is preferred
Experience in marketing operations or campaign setup is a strong advantage
Strong communication, negotiation, and interpersonal skills, with the ability to explain complex issues clearly
Ability to work under pressure and handle challenging situations professionally
Highly detail-oriented with excellent organizational skills and strong adherence to deadlines
Proficiency in CRM systems, reporting tools, and operational workflows
Good Excel skills, including formulas, pivot tables, VLOOKUP, and chart creation
Ability to create and deliver structured presentations and analytical reports
