Inbound Mortgage Customer Service Specialist
Allied Solutions
Customer Experience Lead
eBay
full-time
Posted on:
Location: Florida, New York, Ohio, South Carolina, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $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.
