Exceptions Associate

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.

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

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

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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.

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