Our Decathlon Marketplace is a fast-growing global platform operating in 19 countries worldwide. We connect sports brands, third-party sellers, and customers through a seamless digital experience, integrated into Decathlon’s e-commerce website, offering millions of products worldwide.
We are looking for a motivated and detail-oriented professional to join our dynamic team as Seller Support and Onboarder. This role is essential to ensuring operational excellence and providing a first-class support experience to sellers in the European region.
If you are passionate about process optimization, quality control, and seller success, we would love to hear from you !
Your responsibilities
Operational Excellence & Seller Support
- Oversee and ensure seamless execution of seller support procedures across Europe, managing both internal teams and external service providers (BPO).
- Act as an ambassador for Seller Experience excellence, driving continuous improvement in support quality.
- Monitor and analyze regional KPIs (e.g., Onboarding Lead Time, Ticket SLAs) to ensure internal and external teams consistently meet performance targets.
Quality Control & Process Improvement
- Conduct audits and quality control testing on outsourced processes to maintain high operational standards.
- Identify workflow gaps and inefficiencies, collaborating with stakeholders to design and implement optimized solutions.
Escalation Management
- Proactively manage ticket escalations from external partners to ensure swift and effective resolution.
- Provide guidance and mentorship to external teams to prevent recurring issues and enhance problem-solving capabilities.
Content Management & Seller Self-Service
- Maintain and update FAQ documentation to ensure accuracy and empower sellers through self-service solutions.
- Partner with content teams to expand knowledge bases based on recurring seller pain points and feedback.
Collaboration & Reporting
- Liaise closely with internal departments (Operations, Product, and Support) and external partners to maintain fluid cross-functional workflows.
- Prepare regular performance reports and process improvement insights for key stakeholders.
- Provide feedback loops to process management teams when new use cases arise without standard operating procedures (SOPs).
- Accurately report quality issues regarding external execution and provide documentation to drive corrective actions with the process management team.