In this role you will:

• Solve the issues for products in the fulfillment centers that would normally negatively impact customers or operations
• Eliminate cancelled orders by finding a replacement products 
• Decrease inbound emails and their respective issues by improving communication to buyers and sellers related to issues.
• Develop systems to eliminate triage orders from occurring
• Guide processes for creating a world-class backend issue resolution system for our unified omni-channel network
• Work with product and authentication to define and evolve the issues standards to ensure both buyers and sellers enjoy a consistent experience
• Partner with CX, BizDev and Product to ensure all messaging and seller communications are on-brand
• Create a usable and functional feedback loop for Operations, Fulfillment Support, and Customer Experience 
• Maintain a clean work area to help ensure that merchandise remains clean and to help prevent work related injuries
• Own your personal development and create solutions to problems you discover
• Be flexible to manage other assignments as they come up

We are looking for:

• At least 4-5 years of experience in Customer Support or Triage Teams
• Track record of new process creation and process optimization
• Prior success working in a distributed team through the world
• Previous use of ZenDesk or other CRM and ticketing tool is critical
• Warehouse or Retail backroom experience preferred, but not required
• Highly organized with demonstrated attention to detail
• Excellent verbal and written skills
• Ability to consolidate and analyze data in both Excel and Sql
• Experience proposing a solution to stakeholders when given a problem to solve
• A quick learner, a self-starter, able to work independently, and you're willing (and able) to handle the pressures of an increasing level of responsibility
• Must be available and willing to work extended hours as occasionally needed (during crunch times!) per day or per week, including weekends and holidays, to meet business needs.