We are seeking a strategic and customer-driven Marketplace Seller Support Specialist to guide our regional operations across the CEE market. In this highly visible role, you will bridge the gap between our third-party support vendors and internal cross-functional teams. By evaluating service quality from the seller's perspective, you will ensure our vendor teams deliver an exceptional support experience while maintaining operational efficiency. This is a unique opportunity to shape international vendor operations from end to end and serve as the primary voice of our sellers in a fast-paced, growing environment.
Responsibilities
- Manage the day‑to‑day operations of outsourced agent teams handling marketplace seller requests.
- Coordinate with planning teams to facilitate capacity planning, staffing adjustments, and ongoing training schedules.
- Monitor team performance against SLAs and KPIs, designing supportive, actionable plans to elevate service quality.
- Collaborate closely with Quality and Training departments to identify capability gaps and implement targeted development programs.
- Lead incident response for escalations, seamlessly coordinating with legal, risk, and central operations teams during seller crises.
- Facilitate a continuous feedback loop from vendors to central business teams to improve tools, policies, and cross-functional processes.
- Initiate and manage development projects focused on streamlining agent workflows and adapting to emerging seller needs.
Expected Qualifications
- University degree, preferably in Engineering, Economics, or Management.
- Experience in digital experience, project management, process improvement, or vendor-operations management; e-commerce background is a plus.
- Excellent analytical and problem-solving skills, with the ability to translate operational insights into practical business solutions.
- Strong stakeholder management and cross-functional collaboration abilities to effectively align external vendors with internal teams.
- Capable of managing crises and complex escalations calmly while maintaining a customer-first mindset.
- Adaptable and highly responsible, comfortable working iteratively to optimize processes and balance operational costs with seller satisfaction.
- Excellent written and verbal communication skills in Romanian (native level) and English.
Skills Required
- University degree (preferably in Engineering, Economics, or Management)
- Experience in digital experience, project management, process improvement, or vendor-operations management
- E-commerce background
- Excellent analytical and problem-solving skills
- Strong stakeholder management and cross-functional collaboration abilities
- Ability to manage crises and complex escalations calmly
- Adaptable and responsible; experience optimizing processes and balancing operational costs with satisfaction
- Excellent written and verbal communication skills in Romanian (native level) and English
What We Do
We were founded in 2010 with a dynamic and agile start-up spirit. Since then, we have grown into a decacorn, backed by Alibaba, General Atlantic, Softbank, Princeville Capital, and several sovereign wealth funds. We believe that technology is the driver; e-commerce is the outcome. Thanks to our dedicated team, we are one of the top five e-commerce companies in EMEA and one of the fastest-growing e-commerce companies in the world! We deliver more than 1.5 million packages every day across 27 countries. We offer our 30 million customers a flawless shopping experience. Dreaming big is in our DNA: We're gearing up to be the leading global e-commerce platform. As a dynamic and passionate company, we are constantly growing with Trendyol Tech, one of the top R&D centres; Trendyol Express, the fastest growing delivery network; Dolap, the largest second-hand goods platform; and Trendyol Go, our instant food and grocery delivery service. And we’re not done yet! Now, we are on a journey to expand the positive impact we create to international markets. We opened our first international office in Berlin in May 2022 and Amsterdam followed in October 2022 and may others are on the way.
