Seller Support & Onboarder ES/IT - Decathlon Marketplace

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.

• 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.

We are looking for a tech-savvy professional who thrives in a multilingual and cross-functional environment.

• Multilingual Proficiency: Fluent in English, Spanish & Italian
• Analytical Skills: Proven ability to analyze data and performance metrics, identify emerging trends, and propose actionable improvements.
• Process-Oriented Approach: Demonstrated experience in process optimization and quality control management.
• Problem-Solving Expertise: Strong track record in escalation management and complex problem resolution.
• Collaborative Mindset: Skilled at managing cross-functional relationships between internal stakeholders and external service providers (BPOs).
• Tech Savvy: Proficient in CRM systems, ticketing tools (e.g., Zendesk, Salesforce), and data analytics platforms.