TCGplayer (an eBay company)

• Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions • Investigate escalated tickets and issues to determine proper resolution • Coordinate with Technical teams and Customer Service management to create customer responses for support issues • Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams • Document issues or requests to identify user needs • Replicate, research and document issues for Technical teams to resolve • Engage with Technical and Product teams in order to resolve customer issues and incidents • Create knowledge base documentation in order to ensure operational efficiency • Answer customer email requests, questions and complaints in a timely manner • Become an expert on our suite of tools and website • Perform research and analysis as needed

• Lead design strategy and execution across Seller Experiences • Partner with Product, Engineering, Research, and business leaders to shape priorities • Raise the quality bar by guiding work from early concepts through wireframes, prototypes, and final specifications • Coach, mentor, and develop designers through regular feedback • Use research, testing, and experimentation to validate design decisions • Build deep expertise in the seller, marketplace, and eCommerce landscape

• Drive proactive engagement to discover and manage a targeted portfolio of high-potential Pre-Professional sellers • Establish relationships with Pre-Professional sellers via GAP and guide them through their transition into the Professional tier • Complete outreach and onboarding campaigns that drive adoption of programs like TCGplayer Pro, Direct, and all new products • Track seller readiness, progress, and graduation outcomes through accurate CRM logging and data insights • Partner with Seller Marketing and RevOps to optimize campaign performance and seller communication flows • Model the balance of human compassion and data-powered efficiency

• Create engaging visual assets for digital and print channels, supporting marketing campaigns and business objectives. • Collaborate with designers and stakeholders to understand project goals and deliver creative solutions that align with brand standards. • Produce high-quality design work for advertisements, social media, and print collateral while maintaining accuracy and consistency. • Prepare, organize, and maintain production-ready design files for print and web, meeting technical and quality requirements. • Contribute to larger design initiatives and support the delivery of creative projects across multiple channels. • Help develop and maintain design templates that improve efficiency and streamline production workflows. • Manage multiple assignments and deadlines while continuing to build design skills through feedback, training, and team collaboration.

• Develop comprehensive project plans that outline tasks, timelines, resources, and milestones for marketing campaigns and initiatives that are aligned with Marketing standard practice. • Responsible for the execution of multiple simultaneous projects and campaigns, overseeing the full project lifecycle up to project completion. • Coordinate with cross-functional teams at various levels, to ensure alignment and efficient execution of marketing projects including identifying, escalating and removing blockers for the team. • Act as the primary point of contact for cross-functional stakeholders, including marketing, partnerships, product, customer experience, and more, facilitating regular communication and updates around progress and changes. • Prepare and present regular reports on project performance, outcomes, and lessons learned to functional leaders. • Foster a culture of flexibility within the team, encouraging responsiveness and agility in project execution. • Identify potential risks and develop mitigation strategies to minimize impact on project timelines and outcomes.

• Provide accurate and quality responses to all customer inquiries and requests via email • Go beyond for our customers to exceed their expectations and provide a first-class experience • Follow existing SOPs (Standard Operating Procedures) to accurately and efficiently resolve order issues and customer inquiries • Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams • Educate and empower our customers on our policies, tools, and product lines • Using the customer voice to help drive change and site improvements through continuous feedback and escalations • Triage customer tickets within our team and cross-departmentally

• Lead the development of new features for TCGplayer’s Seller Payments & Fee Processing platforms • Contribute to an evolving distributed architecture — building new microservices and expanding existing ones as we modernize at scale • Ensure we are efficiently building secure and compliant systems • Bring your experience working on high volume, high availability ecommerce systems to create a world class platform

• Lead a portfolio of established sellers, using data, strategy, and partnership to help them reach their next stage of growth. • Drive adoption of key tools and programs, provide trusted guidance, and be the connective force that turns TCGplayer into every seller’s most reliable growth partner. • Protect and grow revenue by leading a defined portfolio of Professional-tier sellers with consistent engagement and follow-through. • Implement structured adoption campaigns that drive use of key marketplace programs (Direct, POS, International). • Deliver on weekly customer connection goals through a balance of proactive outreach and responsive support. • Partner with cross-functional teams (Product, Marketing, RevOps, and Seller Marketing) to surface seller insights, identify friction points, and inform new solutions. • Champion seller feedback by contributing to the Voice of Seller pipeline and helping shape enablement playbooks and workflows.

• Own the vision for the entire Seller Experience platform • Drive platform modernization initiatives • Make high-judgment technical decisions on build-vs-buy, technology selection, and system design • Partner with Product and Design leadership to define roadmaps • Lead greenfield product development from concept through launch • Build and scale high-performing engineering teams • Foster a collaborative, high-trust engineering culture

• Enhance our marketplace and mobile capabilities • Design, develop, ship and maintain high quality features that meet requirements with guidance from more experienced engineers • Participate in code reviews, providing constructive feedback, to improve the development experience of the team • Troubleshoot and resolve complex technical issues across the platform • Stay updated on emerging technologies and industry trends to drive innovation within the team and further develop your own skills