Marketplace Seller Support Specialist

We are seeking a strategic and customer-driven Marketplace Seller Support Specialist to guide our regional operations across the CEE market. In this highly visible role, you will bridge the gap between our third-party support vendors and internal cross-functional teams. By evaluating service quality from the seller's perspective, you will ensure our vendor teams deliver an exceptional support experience while maintaining operational efficiency. This is a unique opportunity to shape international vendor operations from end to end and serve as the primary voice of our sellers in a fast-paced, growing environment.

Responsibilities

• Manage the day‑to‑day operations of outsourced agent teams handling marketplace seller requests.
• Coordinate with planning teams to facilitate capacity planning, staffing adjustments, and ongoing training schedules.
• Monitor team performance against SLAs and KPIs, designing supportive, actionable plans to elevate service quality.
• Collaborate closely with Quality and Training departments to identify capability gaps and implement targeted development programs.
• Lead incident response for escalations, seamlessly coordinating with legal, risk, and central operations teams during seller crises.
• Facilitate a continuous feedback loop from vendors to central business teams to improve tools, policies, and cross-functional processes.
• Initiate and manage development projects focused on streamlining agent workflows and adapting to emerging seller needs.

Expected Qualifications

• University degree, preferably in Engineering, Economics, or Management.
• Experience in digital experience, project management, process improvement, or vendor-operations management; e-commerce background is a plus.
• Excellent analytical and problem-solving skills, with the ability to translate operational insights into practical business solutions.
• Strong stakeholder management and cross-functional collaboration abilities to effectively align external vendors with internal teams.
• Capable of managing crises and complex escalations calmly while maintaining a customer-first mindset.
• Adaptable and highly responsible, comfortable working iteratively to optimize processes and balance operational costs with seller satisfaction.
• Excellent written and verbal communication skills in Romanian (native level) and English.