Job Description:
Own the diagnosis, end to end
- Analyze the current user support experience end to end - the upstream root cause, the reactive treatment, the operational handling, and how disputes are opened, evidenced, and closed - to find where it's actually breaking.
- Build and maintain a contact-reason taxonomy and root-cause tree that separates the real root cause (policy, product, or operational failure) from downstream symptoms (confusion, mistrust, repeat contact).
Fix the root, not just the ticket
- For every recurring issue, work out whether the durable fix is a root-cause fix (product/ops/policy), a communication fix (clearer messaging or education), or a Q&A fix (better agent guidance) - and route it to the right owner instead of defaulting to a script update.
- Quantify each pain point's volume, severity, and business impact - CS cost, resolution time, dispute overturn rate, user dissatisfaction - and use that to prioritize what gets fixed first.
Redesign the experience, cross-functionally
- Partner with Policy, Product, Operations, and others to translate diagnosed pain points into concrete policy language, user communication, and UI/UX changes across the daily scenarios users actually run into.
- Co-own the CS Q&A, ticket resolution flow and knowledge-base updates that come out of each redesign cycle, so frontline guidance never drifts from the underlying fix.
Catch it before it escalates
- Define and monitor the signals that flag a suffering user - repeat contact, escalation pattern, sentiment - and design proactive outreach for them before they churn or escalate further.
- Run a recurring review cadence that closes the loop end to end: issues raised → fixes shipped (root cause / communication / Q&A) → impact measured → next iteration prioritized.
Requirements:
- Bachelor's degree or equivalent practical experience.
- 2+ years in CS Strategy/PMO, Process Excellence, Operations Excellence, or Product/Program Management, ideally within e-commerce, marketplace, fintech, or another fast-moving operational environment.
- Structured, logical problem-solver - you can take a messy, ambiguous support issue and break it down into a clear root-cause tree and an actionable fix. Solid grasp of how support and dispute workflows work, with the ability to map, evaluate, and redesign them.
- Working data skills in Excel/Google Sheets (Pivot Tables, basic formulas) to size problems and back up your recommendations. Comfortable with PowerPoint/Google Slides.
- Confident communicator and stakeholder manager - able to draft user-facing policy or communication copy and bring Policy, Product, Design, and Ops along with you.
- English communication skills.
- Comfortable moving between the concrete (a UI screen, a Q&A script) and the abstract (a root-cause hypothesis, a policy principle).
- Thrives with multiple priorities, works well independently, and adapts quickly in a fast-paced environment.
- Experience designing monitoring or early-warning mechanisms, or proactive support programs, not just reactive CS improvement.
- Familiar with process-mapping tools (Lucidchart, Draw.io, or similar).
- AI enthusiastist
