• Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications • Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement • Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s) • Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews • Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards • Present actionable insights to Account Management and Seller Operations • Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development • Build training, documentation, and response playbooks that can be used to support Global Customer Service team members • Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points • Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency • Support A/B testing and customer journey mapping initiatives • Assists with testing and quality assurance checks of web and app projects including new design implementation, functionality, and content