Merchant Ops Specialist II

SHEIN; Los Angeles (CA); On-site; USD 43,000 - 65,000; Full time

Benefits offered by this job

Healthcare

Health Savings Account

Flexible Spending Accounts

Company-Paid Basic Life/AD&D insurance

Company-Paid Short-Term and Long-Term

Job summary

SHEIN, headquartered in Los Angeles, seeks a Seller Support Specialist to be the primary contact for seller inquiries across live chat and other channels, guiding onboarding and daily operations on SHEIN Marketplace.

You will collaborate with internal teams to resolve issues, promote policy compliance, and continuously enhance the seller experience while coordinating with international teams. A bachelor’s degree and 2–4 years in e-commerce/operations are preferred.

Qualifications

• Bachelor’s degree in business, e-commerce, or a related field.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• 2–4 years of experience in customer support, operations, or a related field, preferably in e-commerce.
• Experience working with international teams is a plus.
• Bilingual in Mandarin is preferred.

Responsibilities

• Serve as the primary point of contact for all seller inquiries through live chat and other channels.
• Provide ongoing guidance and support to sellers from onboarding to daily operations.
• Collaborate with internal teams to identify recurring seller pain points and operational inefficiencies.

Skills

Strong communication

Interpersonal skills

Fast-paced environment

Multitasking

Education

Bachelor's degree in business, e-commerce, or a related field

Job description

About SHEIN

SHEIN is a global fashion and lifestyle e-retailer committed to making fashion accessible to all. We use on-demand manufacturing technology to connect suppliers to our agile supply chain, reducing inventory waste and enabling us to deliver a variety of affordable products to customers around the world. From our global offices, we reach customers in nearly 160 countries and regions worldwide. Founded in 2012, SHEIN has more than 17,000 employees operating from offices around the world, with U.S. Headquarters located in Los Angeles.

In SHEIN, we work with outstanding, creative, and capable peers. We share an energetic and open culture for capable people to discern, work and ignite as a team.

At SHEIN, our culture is driven by our core values: Customer First, Take Ownership, Deliver Results, Make Change, and Celebrate Diversity. These are not just words, they are the principles that guide our work as we strive to meet the needs of our customers around the world.

About the Position

Job Responsibilities

• Seller-Facing Customer Service
  • Serve as the primary point of contact for all seller inquiries through live chat and other channels. Provide timely, comprehensive, and high-quality support across a wide range of topics related to SHEIN Marketplace operations.
  • Handle and process various seller requests, ensuring accurate and timely execution. When needed, identify the appropriate internal team for resolution and coordinate handoffs to ensure the seller's issue is addressed efficiently.
• Lifecycle Support
  • Provide continuous guidance and support to sellers throughout their journey on the platform- from onboarding to daily operations. Help sellers understand and comply with SHEIN's policies, procedures, and performance expectations.
• Process Improvement
  • Collaborate with internal teams to identify recurring seller pain points and operational inefficiencies. Support the development and implementation of solutions that enhance the overall seller support experience.

Job Requirements

• Bachelor’s degree in business, e-commerce, or a related field.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• 2-4 years of experience in customer support, operations, or a related field, preferably in e-commerce.
• Experience working with international teams is a plus.
• Bilingual in Mandarin is preferred.

Benefits & Perks

• 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 holidays, and sick days
• Employee discounts
• Free swag giveaways
• Annual Holiday Party
• Invitations to pop-ups and other company events
• Complimentary daily office snacks and beverage

Salary Range

Annual Base Salary 42,600 to 65,000

Job Status

Non-exempt

SHEIN is committed to an equitable and inclusive work environment for all candidates and provides equal opportunities in all employment practices without regard to race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity, pregnancy or childbirth, age, disability, or veteran status.