New York, NY, United States
Full time Schedule
$64,200-$107,280Annually*
* based on job, location, and schedule
JOB DESCRIPTION
Bring Your Amazing Self to Work
At Macy’s, Inc. we’re on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.
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.
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
- Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
- Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
- 1-3 years of experience in customer support or client-facing roles, preferably in an e-commerce or online marketplace environment.
- Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
- Able to work a flexible schedule based on department and company needs. Willing to address customer and seller escalations and platform-wide incidents that may occur occasionally after hours, on weekends, and on a defined rotation during peak season.
What We Can Offer You
- An inclusive, challenging, and refreshingly fun work environment
- Competitive pay and benefits rooted in principles of equity
- Performance incentives and annual merit review
- Merchandise discounts
- Health and Wellness Benefits across medical, dental, vision, and additional insurance
- Retirement Savings Plan with 401k match opportunity
- Employee Assistance Program (mental health counseling and legal/financial advice)
- Resources for continuous learning, career growth, and leadership development
- 8 paid holidays
- Paid Time Off (first year prorated depending on start date)
- Tuition reimbursement program
- Guild education benefit funds 100% of tuition, books, and fees in designated programs
- Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
- Empowerment and autonomy to perform impactful work with tangible results
About Macy’s
Now is an exciting time for a Macy’s career as we continue to focus on creating exciting and memorable experiences for every Macy’s customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy’s colleagues and customers.
Bring your creativity, energy, and ideas to the Macy’s team – 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.
DIGITAL00This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Click here to see details on benefits.