Exceptions Associate

JOB DESCRIPTION

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team and the role:

This role focuses on resolving customer-related issues through a ticket-based system supporting the Global Customer Experience (GCX) and Authenticity Guarantee teams. You will investigate cases, track inbound shipments, and ensure timely, accurate resolutions within service level agreements (SLAs). The role plays an important part in maintaining alignment across teams and supporting a consistent customer experience.

What you will accomplish:

• Investigate and resolve tickets related to disputes, claims, appeals, and shipment tracking within defined SLAs
• Act as a key link between GCX and Authenticity Guarantee teams to support issue resolution and information flow
• Track inbound shipments and provide accurate updates to internal stakeholders
• Apply problem-solving and conflict management skills to assess cases and support fair outcomes
• Maintain accuracy and attention to detail when reviewing cases and updating systems
• Manage workload effectively in a fast-paced environment with changing volumes and priorities
• Contribute to team performance by meeting quality, timeliness, and adherence expectations

What you will bring:

• Strong analytical skills, including the ability to gather and interpret data, identify trends, and present insights using tools such as Excel
• Clear written communication skills, with the ability to document findings and updates effectively
• Ability to assess complex scenarios and support balanced, outcome-focused decisions
• Experience navigating multiple systems and processes in a structured environment
• Strong problem-solving skills and the ability to work independently with sound judgement
• Effective time management skills, with the ability to meet SLAs and adapt to shifting priorities
• Comfort working in a ticket-based environment with high attention to detail

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Additional Details

eBay 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 have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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