Key skills
SQLAI
About this role
Role Overview
- Manage daily operations of a pod of Senior Support Specialists
- Ensure adherence to performance metrics and quality standards
- Leverage AI-enabled tools for operational efficiency and issue resolution
- Conduct regular performance audits and manage team accountability
- Serve as the first-line incident lead during operational disruptions
- Create and maintain documentation for operational consistency
- Monitor dashboards to solve marketplace problems proactively
Requirements
- 5+ years of total professional experience
- At least 2+ years managing high-performance teams in tech, marketplaces, or high-volume logistics
- Experience in an online marketplace or e-commerce environment
- Commitment to quality with a track record of improving underperforming teams
- Comfortable having difficult, data-backed conversations
- Proficiency in using internal tools and AI automation
- Analytical problem solver with experience using Excel or Google Sheets (SQL is a plus)
- Resilient while managing escalations or time-sensitive operational issues
- Willingness to support a 24/7 business across various shifts and holidays
Tech Stack
- SQL
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off and paid sick leave
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program