Exceptions Associate

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Job Title:

Exceptions Associate

Grade:

16

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.

Schedule:

Mon, Tue, Thur, Fri: 8:30AM - 7:30PM

Wed, Sat, Sun: Off

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

Additional Details

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

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.

Remote roles are not eligible for U.S. visa sponsorship.

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 [email protected]. 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. 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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