Lead strategic support initiatives to continuously enhance both the Seller Experience (SX) and Customer Experience (CX).
Own and evolve the VoS program, capturing user sentiment and identifying critical friction points to drive systemic change.
Act as a strategic bridge to the Product Team, translating support data and front-line insights into actionable feature requests.
Oversee all marketplace support functions to ensure high-quality, efficient resolutions for both sellers and customers.
Analyse support trends to proactively identify and implement opportunities for automation, self-service, and process scaling.
Qualifications
Extensive background in e-commerce support management, with a specific focus on the unique dynamics of two-sided B2B or B2C marketplace ecosystems.
Demonstrated success in enhancing Seller Experience (SX) and Customer Experience (CX) through strategic process improvements and support frameworks.
Proven experience in designing and owning "Voice of the Seller" (VoS) or "Voice of the Customer" (VoC) programs to capture and interpret user sentiment.
Highly skilled in translating raw support data, including NPS and CSAT metrics, into actionable insights and high-level reports for senior stakeholders.
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