Marketplace Seller Support Specialist (REMOTE)

Marketplace Seller Support Specialist

Be part of an amazing story

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditionsabout inspiring stores and irresistible productsabout the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Marketplace Seller Support Specialist is responsible for providing outstanding support to sellers using our platform, addressing their inquiries, and ensuring a smooth and efficient selling experience. Additionally, the support specialist plays a critical role in helping the Seller Support Senior Manager continuously improve the Seller Support function.

What You Will Do

• Coordinate with and guide a global team of support representatives responsible for addressing seller inquiries, issues, and complaints on the marketplace, aiming to deliver top-notch support.
• Compile reports on support metrics to assess daily queue status, team performance, and areas for improving the seller support experience.
• Directly resolve seller inquiries, concerns, and technical issues related to platform usage, account management, payments, shipping, policies, and more by applying defined processes or collaborating across internal teams to find solutions and update internal processes as needed.
• Identify and escalate critical issues to appropriate teams for swift resolution, providing direct support to sellers via email, chat, or phone for escalated matters.
• Contribute to developing support resources like knowledge base articles, FAQs, and tutorials to empower sellers and decrease support inquiries.
• Analyze seller feedback and trends to continually evaluate and enhance the seller support process, identifying opportunities to streamline workflows, improve efficiency, and enhance the seller support experience.
• Engage in ongoing training and development to remain updated on marketplace policies, tools, and best practices, and share knowledge with the support team.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Outstanding Customer Support: Ability to provide exceptional support to sellers, addressing their inquiries and ensuring a smooth selling experience.

Analytical Skills: Capability to compile and analyze support metrics to assess team performance and identify areas for improvement.

Problem-solving: Excellent problem-solving abilities to directly resolve seller inquiries, concerns, and technical issues related to platform usage and other aspects.

Communication: Strong written and verbal communication skills to effectively communicate with diverse stakeholders including Operations, Account Management, Product teams, and global support teams.

Technical Proficiency: Proficiency in using CRM software, ticketing systems, and other customer support tools. Experience with Salesforce and support reporting is advantageous.

Adaptability: Capacity to independently organize, manage, and resolve multiple priorities in a fast-paced environment.

Customer-centric Mindset: Empathy, patience, and a focus on ensuring a positive seller experience.

Continuous Learning: Willingness to engage in ongoing training and development to stay updated on marketplace policies, tools, and best practices, and to share knowledge with the support team.

Who You Are

• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - apply today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.