Merchant Ops Specialist II

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

Benefits offered by this job

Healthcare benefits

401(k) plan

Paid time off

Employee discounts

Free snacks

Job summary

SHEIN is seeking a Seller-Facing Customer Service role in Los Angeles to serve as the primary contact for seller inquiries and provide timely support across SHEIN Marketplace operations. You will guide sellers from onboarding to daily operations and help identify and implement process improvements to enhance the seller experience.

The role requires a Bachelor’s degree and 2–4 years in customer support, preferably in e-commerce, with bilingual Mandarin a plus.

Qualifications

• Bachelor’s degree in business, e-commerce, or a related field.
• Strong communication and interpersonal skills.
• 2–4 years of experience in customer support, operations, or a related field, preferably in e-commerce.

Responsibilities

• Serve as the primary point of contact for all seller inquiries via live chat and other channels, delivering timely, high-quality support.
• Provide ongoing guidance to sellers from onboarding through daily operations, ensuring policy and performance adherence.
• Collaborate with internal teams to identify pain points and help implement solutions to improve the seller support experience.

Skills

Communication skills

Interpersonal skills

Multitasking

Education

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

Job description

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 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.