At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.Authenticity Guarantee (AG) Premium Services SpecialistAt eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.Position SummaryAs a Seller Support & Authenticity Guarantee (AG) Premium Services Specialist, you will play a critical role in delivering exceptional support to eBay sellers, including high-value and AG sellers. You will engage with customers through multiple channels—phone and email—providing timely, professional, and solutions-oriented assistance. This role combines proactive and reactive support, strong issue ownership, and close collaboration with global and regional partners to ensure a seamless seller experience and high levels of customer satisfaction.You will act as a trusted advisor to sellers, advocate for their needs internally, and contribute to continuous improvements in support processes while upholding eBay’s customer-first mindset.Key ResponsibilitiesProvide high-quality seller support via phone, and email, with a strong emphasis on professional phone call handlingManage reactive and proactive inquiries from high-value sellers, including Authenticity Guarantee (AG) sellersOwn seller issues end-to-end, ensuring timely resolution and clear communication throughout the processTroubleshoot issues related to eBay products, features, policies, and services, and provide clear solutions or recommendationsHandle complex cases, complaints, and escalations, coordinating with internal teams as neededProactively support seller account health, including outbound communications when requiredBuild and maintain strong, trustworthy relationships with sellers by demonstrating empathy, professionalism, and expertiseAct as an advocate for sellers while balancing business needs, policies, and risk considerationsAccurately document, log, and track all seller interactions and issue detailsCollect seller feedback and identify trends, risks, and improvement opportunitiesPropose and contribute to improvements in support processes, tools, and workflowsProvide up-selling, cross-selling, and account retention support when appropriateCollaborate closely with internal stakeholders such as technical teams, policy teams, operations, business units, and the global authentication hubs Achieve individual and team quality, satisfaction, productivity, and metric-driven targetsUse sound judgment and discretion to resolve seller issues effectively while driving positive outcomesPerform related duties as assignedQualifications & RequirementsExperienceMinimum 2–3 years of experience in a customer support or customer service roleProven experience providing customer support via email and phone calls, including handling inbound and outbound calls in a professional environmentExperience supporting high-value customers or handling complex cases is a strong advantageExperience in an office, hybrid, or WFH support environment preferredSkills & CompetenciesExcellent verbal and written communication skills both in Japanese and English, with the ability to adapt communication style to different customer profilesStrong email and phone presence with the ability to build rapport, de-escalate issues, and resolve concerns effectivelyDemonstrated ability to handle challenging customers and sensitive situations with professionalismStrong problem-solving and analytical skills with a customer-centric mindsetAbility to multitask, prioritize, and manage time effectively in a fast-paced environmentProven ability to meet or exceed performance metrics and quality standardsCollaborative team player with the ability to work cross-functionallySelf-driven, proactive, and adaptable to changeHigh level of ownership, accountability, and attention to detail Technical SkillsComfortable working online and using customer support toolsProficiency in Microsoft Office applications (Outlook, Excel, Word)Familiarity with online communication tools (e.g., Slack, Zoom) is an advantageTyping speed of 25+ words per minuteLanguage RequirementsNative or fluent level written and verbal JapaneseBusiness-level written and verbal EnglishAdditional languages are a plusEducationBachelor’s degree or equivalent practical experienceAdditional RequirementsGeneral understanding of eBay is preferred; being an eBay buyer or seller is an advantageAbility to work in a hybrid work environment, including required on-site presenceMust be eligible to work in Japan and complete required background checksForeign nationals must already have the work visa/status at time of application.Work Environment & NotesHybrid work model (on-site and work-from-home); full remote work is not availableStaggered working hours available within defined time ranges - 9AM-6PMCompensation will be determined based on experience and qualificationsMust take a background check before joining eBay Japan.Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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