Merchant Operations Specialist II
About SHEIN
SHEIN is a global online fashion and lifestyle retailer, offering SHEIN branded apparel and products from a global network of vendors, all at affordable prices. Headquartered in Singapore, with more than 15,000 employees operating from offices around the world, SHEIN is committed to making the beauty of fashion accessible to all, promoting its industry-leading, on-demand production methodology, for a smarter, future-ready industry.
Position Summary
We are seeking a detail-oriented and customer-focused Merchant Ops Specialist to join our growing Marketplace team based in Los Angeles, CA. In this role, you will serve as the primary point of contact for onboarded sellers, providing timely and comprehensive support through live chat and ticketing channels. You’ll play a critical part in guiding sellers throughout their journey on the platform by resolving operational issues, ensuring compliance with SHEIN policies, and supporting overall seller performance.
Ideal candidates will bring strong communication skills, a proactive mindset, and a passion for delivering excellent service in a fast-paced, e-commerce environment.
Job Responsibilities
- Act as the first point of contact for onboarded seller inquiries via live chat and ticketing system.
- Deliver prompt, thorough, and professional responses to a variety of topics including product listings, integration, order issues, shipping, returns, and account management.
- Accurately log, track, and manage all seller interactions using internal tools and systems.
- Escalate complex issues to the appropriate internal departments and follow up to ensure timely resolution.
- Monitor and prioritize incoming requests to ensure service level agreements (SLAs) are met.
- Provide continuous guidance and support to sellers throughout their journey on the platform (from onboarding to daily operations).
- Educate sellers on SHEIN’s guidelines, tools, and best practices to ensure compliance and optimal store performance.
- Address performance-related questions and support sellers in meeting platform standards
- Identify and analyze recurring seller issues and areas for operational enhancement.
- Gather feedback and insights from seller interactions to inform internal teams and influence policy or tool development.
- Document internal processes and contribute to the development of seller support resources and FAQs.
- 1–3 years of experience in customer support, operations, or a related field, preferably in e-commerce.
- Bachelor’s degree in business, e-commerce, or a related field, or equivalent experience
- Strong communication and interpersonal skills.
- Ability to work effectively in a fast-paced environment and manage multiple priorities.
- Experience working with international teams
- Bilingual in Mandarin
- Healthcare (medical, dental, vision, prescription drugs)
- Health Savings Account with Employer Funding
- Flexible Spending Accounts (Healthcare and Dependent care)
- Company-Paid Basic Life/AD&D insurance
- Company-Paid Short-Term and Long-Term Disability
- Voluntary Benefit Offerings (Voluntary Life/AD&D, Hospital Indemnity, Critical Illness, and Accident)
- Employee Assistance Program
- Business Travel Accident Insurance
- 401(k) Savings Plan with discretionary company match and access to a financial advisor
- Vacation, paid holidays, floating holiday and sick days
- Employee discounts
- Free weekly catered lunch
- Dog-friendly office (available at select locations)
- Free gym access (available at select locations)
- Free swag giveaways
- Annual Holiday Party
- Invitations to pop-ups and other company events
- Complimentary daily office snacks and beverages
