Customer Experience Representative

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

TCGplayer connects hobbyists and hobby businesses to communities. We relentlessly improve the exchange of things and thoughts that fuel passions, providing the most compelling destination and tools for collectible card game enthusiasts and professional sellers! TCGplayer, now a part of eBay, promotes and drives growth of our products and services by connecting a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible hobby market.TCGplayer provides world-class service and technical support to our customers seven days a week via email and social media. Our Customer Experience (CX) team assists our hobbyists and sellers with order-related issues, product support, and more. We always strive to provide legendary support and put the customer at the center of everything we do.

As an Associate Customer Experience Representative, you’ll have the opportunity to work directly with our customers to provide order support, answer payment questions, and respond to account inquiries.Our team prides itself on a culture that fosters camaraderie, embraces diversity, and exudes passion! We are one of New York State’s 50 best employers and Fortune.com’s top 100 companies for women in the U.S.

This position requires a working schedule of 5:00pm - 2:30am EST (Sunday - Thursday OR Tuesday - Saturday).

What You Will Accomplish

• Provide accurate and quality responses to all customer inquiries and requests via email
• Go beyond for our customers to exceed their expectations and provide a first-class experience
• Follow existing SOPs (Standard Operating Procedures) to accurately and efficiently resolve order issues and customer inquiries
• Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams
• Educate and empower our customers on our policies, tools, and product lines. Using the customer voice to help drive change and site improvements through continuous feedback and escalations
• Triage customer tickets within our team and cross-departmentally
  
  

What You Will Bring

• A minimum of 1 year of customer service experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field (internal incumbents may substitute in-company experience in place of previous experience required).
• Excellent computer skills and ability to learn complex systems, with a strong emphasis on word processing. Experience with a CRM like Zendesk or Salesforce
• Strong problem-solving skills and the ability to work effectively in a team environment
• Familiarity with the collectible gaming industry
• Experience working with a high-performing customer experience team
  
  

The base pay range for this position is expected in the range below:

$28,400 - $49,100

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the TCGplayer Careers website or apply for a job with TCGplayer.

TCGplayer, a subsidiary company of 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 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. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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