eBay

Customer Experience Lead

eBay

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, New York, Ohio, South Carolina, Utah

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Salary

💰 $60,000 - $101,500 per year

Job Level

Senior

About the role

  • Central point of contact for managing customer issues and requests across the Authenticity Guarantee (AG) program.
  • First line of defense; triage, track, and resolve incoming issues from social channels, business units, and other feedback sources.
  • Monitor public channels and social media to proactively identify and flag customer concerns before they escalate.
  • Collaborate cross-functionally, as needed, to resolve customer issues and requests efficiently—engaging directly with customers when appropriate.
  • Triage System Ownership: Design and maintain a scalable system to systematically track, log, and manage all AG-related issues and requests.
  • Aggregate feedback from diverse sources including customer service, surveys, social media, etc.
  • Analyze feedback to identify root causes, recurring issues, and emerging themes.
  • Lead regular business reviews with internal stakeholders to surface trends and deliver actionable insights.
  • SOP Development & Playbook Creation: Create and maintain the AG Customer Experience Playbook, outlining SOPs for common scenarios (e.g., reinspections, failed authentication outcomes, delays).
  • Keep playbooks up to date to reflect policy changes, product updates, and new learnings.

Requirements

  • 5–7 years of experience in customer experience, escalations, trust & safety, or CX ops roles.
  • Proven ability to work cross-functionally with GCX teams and/or external service partners.
  • Strong organizational and systems-thinking skills—comfortable building scalable frameworks and processes from the ground up.
  • Excellent written and verbal communication skills with a clear, customer-centric voice.
  • Comfortable interpreting both qualitative and quantitative feedback to identify trends and inform strategy.
  • Familiarity with social listening tools, VOC dashboards, or CRM platforms (e.g., Sprinklr).
  • Deep passion for improving the customer experience and advancing eBay’s mission.