Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay - a company you can be proud to be with.
Job Summary

Community Teammates provide timely and effective support to customers contacting eBay, and eBay executives, using eBay message boards and other public forums. Teammates handle inquiries for all lines of business including Buy, Sell, Premium Services, eMBG, and Risk. They are defenders of the brand, use good judgment to make decisions that protect eBay's reputation while building brand affinity within an online community. Teammates facilitate knowledge sharing within the community to help members benefit and derive value from their participation. They help ensure communications and content in the community are appropriate.

They use solutions that provide a balance between our customers, our company, and our brand. This cross-functional team focuses on business and customer insights and leads informed discussions with internal teams to improve processes that reduce points of friction for customers. Teammates possess succinct communication skills incorporating high accuracy, and positive positioning to improve customer experiences. They engage employees at all levels, and customers, in partnership with the PR and Marketing teams, so that public responses match brand positioning and tone.
Job Duties

• Monitor Community Boards responding to customer partner concerns and customer service issues in a high-risk public environment.
• Drive and own change through insights and mentor analysis, collaborating closely with product teams about our user's needs.
• Handle executive level community contacts, and high- profile Public Relation and Marketing requests.
• Provide the community with responses that are consistent and supportive of company communication and SNAs, including participation in live chats on the community boards
• Analyze company perception across social media and community platforms, follow protocol in raising issues to leadership as well as other departments as needed.
• Monitor trends and collect data; to be used for analysis
• Prepare Voice of the Customer content for high-level leaders based on sentiment collected from trending data on community boards and social media channels
• Stay up to date on new site features and improvements
• Partner with internal and external colleagues and readout regularly to LOB owners on progress.
• Resolve member concerns, including executive issues occurring on the community platform, taking appropriate action.
• Be a customer advocate, waking up thinking about how you are going to satisfy our customers while supporting our business strategy.
• Offer a single point of contact support including eMBG, technical issues, billing, GSP inquiries, standards, and policy-related questions.
• Ensure work is being completed within the service level and actively working towards improvement.
• Work to ensure a positive, consistent, and seamless customer experience.
• Partner with business units, seller communications, legal, PR, marketing, and product teams to support their missions ensuring consistency and voice and encouraging a strong community.
• Analyze company perception across Social Media platforms, and follow protocol in raising issues to leadership and/or other departments.
• Document Insights and coaching for tracking - Analyze and compile reports to be shared with all levels of the company.
• Troubleshoot any customer problems related to the eBay platform, offering solutions and recommendations.
• Find opportunities and threats in user-generated content.
• Identify problems or errors and surface them correctly.
• Demonstrate communication efficiency on our Community Boards.
• Maintain high-performance metrics with a focus on the member experience-CSAT.

Basic Job Requirements

• 1+ years of extensive professional experience with social media or community boards is required.
• Consent to having your name and photograph visible to customers.
• Understanding of the community eco-systems. This includes but is not limited to eBay Message Boards, Facebook, VK, Twitter, YouTube, Forums, and Blogs; using our brand's voice in customer conversations
• Able to research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance
• A specialist in your current role looked at as a subject matter authority by your peers
• Experienced - you've been successful in multiple roles at eBay, and you buy and/or sell on eBay
• An excellent verbal and written communicator; an active and insightful listener
• Professional in your engagement with customers and executives
• Self-starter, motivated, focused and proactive in your demeanor
• Great at solving problems and flexible in your approach
• Experienced in dealing with passionate customers
• Flexible, independent and have a phenomenal team spirit
• Comfortable working directly with management and leaders in and outside GCX and in building partnerships with co-workers, peers, and business partnerships.
• Able to work in a fast-paced environment while being organized and using your time efficiently
• Innovative - to improve our social customer service by creation and implementation of pilots focused on social customer service
• A voice ensuring consistency and encouraging a strong community around our Social platforms
• Hold an understanding of CMS tools and skills, with an ability to provide strategic feedback to improve efficiency

Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement

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