We are seeking a detail-oriented and customer-focused Merchant Ops Specialist to join our growing Marketplace team based in Los Angeles, CA. In this role, you will serve as the primary point of contact for onboarded sellers, providing timely and comprehensive support through live chat and ticketing channels. You’ll play a critical part in guiding sellers throughout their journey on the platform by resolving operational issues, ensuring compliance with SHEIN policies, and supporting overall seller performance. Ideal candidates will bring strong communication skills, a proactive mindset, and a passion for delivering excellent service in a fast-paced, e-commerce environment. Job Responsibilities include acting as the first point of contact for onboarded seller inquiries via live chat and ticketing system; delivering prompt, thorough, and professional responses to a variety of topics including product listings, integration, order issues, shipping, returns, and account management; accurately logging, tracking, and managing all seller interactions using internal tools and systems; escalating complex issues to the appropriate internal departments and following up to ensure timely resolution; monitoring and prioritizing incoming requests to ensure service level agreements (SLAs) are met; providing continuous guidance and support to sellers throughout their journey on the platform (from onboarding to daily operations); educating sellers on SHEIN’s guidelines, tools, and best practices to ensure compliance and optimal store performance; addressing performance-related questions and supporting sellers in meeting platform standards; identifying and analyzing recurring seller issues and areas for operational enhancement; gathering feedback and insights from seller interactions to inform internal teams and influence policy or tool development; documenting internal processes and contributing to the development of seller support resources and FAQs. Job Requirements include 1–3 years of experience in customer support, operations, or a related field, preferably in e-commerce; Bachelor’s degree in business, e-commerce, or a related field; strong communication and interpersonal skills; ability to work effectively in a fast-paced environment and manage multiple priorities. Nice to Have: experience working with international teams and bilingual in Mandarin.
