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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Job Title:
Exceptions Associate
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:
$29,200 - $50,200
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 talent@ebay.com 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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At eBay, we create pathways to connect millions of sellers and buyers in more than 190 markets around the world. Our technology empowers our customers, providing everyone the opportunity to grow and thrive — no matter who they are or where they are in the world. And the ripple effect of our work creates waves of change for our customers, our company, our communities and our planet.
