Exceptions Associate

eBay•Las Vegas, NV

3d•Remote

About The Position

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.

Requirements

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

Responsibilities

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