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About the team The Role: Service Resolution SME gathers, interprets, and uses complex data to develop actionable steps to project manage change with cross-function teams to optimize the customer journey.Acting as a subject matter expert, they will identify trends in existing service-cases of potential buyer-consession within our policies, identify any seller delays/confusion in payments, identify products that could impact the trust in our marketplace taking steps to remove any customer impact;How the Role contributes to our Mission: As we grow and develop new categories, we want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace; Responsibilities- Partner Concession: Our partners followed our refund-process (SOP) with our Service team initiating a refund, but there was a risk of Partner-abuse.SME will assess refund patterns to identify potential process-risk, working with our Fraud & Logistic teams to strengthen our tools and processes to prevent abuse;- Partner Related payment: Identify any KYC or payment-processing gaps that were not identified by our Service team that will result in a partner not being paid as expected.Working with finance team to improve our Tool and processes to ensure prompt prompts;- Category-Reputation: From high risk categories identify products that could impact our marketplace, deep dive analysis involving product or service defects until the issue is fully resolved;- Satisfaction rates & High ART Improvement: Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience.- Define, build, implement and monitor projects that increase customer experience through reduced contacts (CPO), reduced seller-violations and increase resolution; Minimum Qualifications- Bachelor degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert.- Previous experience in customer service/escalation role, SOP design and cross functional collaboration experience preferred;- Strong understanding of the processes, working knowledge of contact center operations;- Experience in business, financial or statistical analysis;- Good written and verbal communication skills in English & Spanish Preferred Qualifications- 3+ years experience in business analysis and reporting management within Customer Service;- Experience in Commerce platforms in the relevant region;- Proven experience in data analysis, particularly in conducting root cause analysis;
