Manager, Customer Support Fraud

BrassringJobId: 37849BR - ArbitaJobId: ARBEBAY7039-731690

Job Location

Draper, Utah - UT

Job Description


  • Manage Trust and Safety team consisting of Supervisors, Senior Customer Support Representatives, and Customer Support Representatives in one or all of the following environments (e-mail, chat, back office and voice)
  • The focus of this position will be on keeping the eBay site safe and secure
  • Oversee the daily activities of the department with a focus on motivating staff to meet/exceed daily service objectives, quality standards, productivity metrics and site safety initiatives
  • Represent department to assess impacts of global initiatives and ensure appropriate support
  • Implement initiatives, products and policies to support eBay business development
  • Foster relationships with all functional groups within eBay, worldwide
  • Identify possible event drivers and business challenges, formulate solutions and facilitate implementation
  • Facilitate individual/team, growth and development
  • Work on issues where analysis of situation or data requires review of relevant factors
  • Recommends changes to policies and establishes procedures that affect immediate organizations

Job Qualifications


  • 5 years Customer Support experience plus 2 years Manager Level experience in a Customer Support Operations Center
  • Past Risk Management Experience
  • Effectively prioritize and delegate workload against aggressive timelines
  • Rapidly and effectively adapt to a highly dynamic and aggressive work environment
  • Develop and lead a team of Customer Support supervisors
  • Ensure team meets or exceeds all published standards
  • Maintain acceptable level of job discretion as performance is evaluated against the ability to make sound decisions, and displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism
  • Maintain acceptable level of teamwork by being supportive in words and actions, and communicating with all levels both within the existing team and anyone outside the direct reporting structure 
  • Quick learner, intuitive, creative thinker
  • Ability to grasp the big picture and manage change 
  • Skilled at coaching performance at individual and supervisory levels
  • Skilled at receiving feedback and implementing for improvement
  • Excellent written and verbal communication skills, including the ability to influence individuals 
  • Ability to work well with others, to meet and overcome challenges
  • Detail oriented along with the ability to handle multiple tasks

Job Salary

> $50,000