Job Description

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe.

We are looking for a proactive and detail-oriented Service Operations Project Intern to support day-to-day service operations in Brazil.

This role will focus on ticket operations, issue tracking, and coordination with internal teams and BPO vendors. You will play a key role in ensuring smooth execution of service processes and improving customer and seller experience.

As a project intern, you will have the opportunity to engage in impactful short-term projects that provide you with a glimpse of professional real-world experience. You will gain practical skills through on-the-job learning in a fast-paced work environment and develop a deeper understanding of your career interests.

Applications will be reviewed on a rolling basis - we encourage you to apply early. Successful candidates must be able to commit to at least 12 months long internship period.

Responsibilities:

1. Ticket Operations & Daily Execution

- Monitor and manage daily service tickets (buyer / seller cases).

- Support ticket routing, follow-ups, and SLA tracking.

- Identify abnormal cases and escalate when necessary.

- Ensure timely and accurate handling of service requests.

2. Issue Tracking & Operational Support

- Track recurring issues and summarize key patterns.

- Support basic root cause analysis for common problems.

- Assist in maintaining issue logs and reporting trackers.

- Help improve operational efficiency through daily observations.

3. BPO Support

- Work closely with BPO teams to ensure proper execution of SOPs.

- Follow up on pending cases and ensure resolution quality.

- Support communication between local teams and vendors.

4. Cross-team Coordination

- Support communication with internal stakeholders (Ops, Logistics, Policy, Product, etc.).

- Help document issues, action items, and follow-ups.

- Ensure alignment across teams on ongoing topics.

Please submit your CV in English, as the role requires communication with global stakeholders and the evaluation process will be conducted in English.