Seller and Customer Support Manager
On-site · Shanghai, Shanghai, China or Beijing, Beijing, China
Job Summary
Seller and Customer Support Manager responsible for owning the seller and customer experience across the cross-border marketplace, collaborating with seller and customer support teams to identify issues, capture and structure feedback (VoS/VoC), translate insights into product requirements, drive improvements in CX/SX metrics (response time, resolution rate, CSAT), and optimize support workflows and escalation mechanisms. The role involves partnering with Product, Category, Operations, Logistics, and Marketing to resolve systemic issues and drive service readiness and execution quality across global cross-border operations. Must leverage data to diagnose problems, implement scalable solutions, and influence product features to enhance the platform experience.
Required Qualifications
- Experience in cross-border e-commerce, marketplace platforms, or seller/customer support functions
- Strong understanding of seller and customer journeys within marketplace environments
- Proven experience in driving experience improvement initiatives, including issue diagnosis and solution implementation
- Experience working with Product teams to translate business needs into product features or system improvements
- Strong analytical skills, with the ability to structure problems and derive insights from data and feedback
- Strong execution capability, with the ability to drive initiatives from problem identification to implementation
- Excellent stakeholder management skills, with the ability to collaborate across multiple teams
- Fluent in English and Chinese, with strong communication skills to support cross-border business operations
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