[Hiring] Marketplace Operations & Trust Specialist @eFLEXervices

Role Description

We are seeking a proactive, highly organized, and detail-oriented Marketplace Operations & Trust Specialist to support a fast-growing, peer-to-peer US e-commerce marketplace centered around authenticity, trust, and community. In this hands-on role, you will take direct ownership of daily marketplace operations, support sellers and buyers, and ensure an exceptional end-to-end customer experience. This position is ideal for a self-starter who thrives on accountability, communicates effectively, and can independently identify and resolve operational issues without constant supervision.

What you’ll be doing:

• New Seller Onboarding & Engagement
  • Monitor new sellers joining the company.
  • Send personalized welcome texts and introduce sellers to the platform.
  • Answer questions about listing, shipping, payouts, and marketplace policies.
  • Help new sellers feel supported and encourage them to successfully list and sell their fragrances.
• Marketplace Authenticity Monitoring
  • Regularly scan new listings for potential counterfeit products or suspicious activity.
  • Follow established brand-specific guidelines and internal risk checklists.
  • Identify listings that require additional verification, including receipts or additional photos.
  • Reach out to sellers professionally to request supporting documentation.
  • Escalate higher-risk cases to senior team members when necessary.
• Delivery Confirmations & Order Tracking
  • Monitor delivered orders and follow up with buyers to confirm receipt using the Claude/Quo connector.
  • Update order statuses and delivery confirmations within our internal systems.
  • Ensure delivery-related workflows are completed accurately and on time.
  • Flag discrepancies or orders requiring additional attention.
• Delivery Issues & Dispute Resolution
  • Handle buyer inquiries involving missing, damaged, inauthentic, or incorrectly delivered items.
  • Investigate issues by reviewing order details, tracking information, and customer communication.
  • Work directly with customers to resolve straightforward issues independently.
  • Organize and escalate more complex cases to senior team members with clear documentation and recommended next steps.
  • Ensure issues are tracked through resolution.
• Internal Systems & Operations
  • Become proficient in Quo, our customer communication platform.
  • Manage incoming and outgoing customer texts efficiently.
  • Maintain accurate records of customer interactions and case statuses.
  • Follow established workflows while identifying opportunities to improve efficiency.

Qualifications

• At least 2 years of experience in Customer Support, Customer Success, E-Commerce Operations, or Marketplace Moderation.
• Excellent written communication skills with a friendly, professional tone.
• Strong attention to detail and organizational skills.
• Comfortable managing multiple conversations and tasks simultaneously.
• Ability to follow procedures and make sound independent decisions.
• Proactive problem-solver who doesn't need constant direction.
• Comfortable learning new tools and software quickly.
• Customer support, marketplace operations, or e-commerce experience preferred.
• Interest in fragrances is a plus, but not required.

Benefits

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.