Seller and Customer Support Manager

JD.COM; Shanghai (VA); On-site; USD 75,000 - 120,000; Full time

Job summary

JD.com is seeking a results-oriented specialist to optimize cross-border seller and customer experiences on our global marketplace.

You will partner with Seller Support, Customer Support, Product, Operations, Logistics, and Marketing to translate insights into improvements, strengthen VoS/VoC programs, and drive initiatives that boost satisfaction and efficiency across the platform.

Qualifications

• Experience in cross-border e-commerce, marketplace platforms, or seller/customer support.
• Strong understanding of seller and customer journeys within marketplace environments.
• Fluent in English and Chinese; strong cross-border communication skills.

Responsibilities

• Own seller and customer experience across the cross-border marketplace, driving improvements in SX and CX performance.
• Work closely with seller support and customer support teams to identify key issues, root causes, and improvement opportunities.
• Own and manage the Voice of Seller (VoS) and Voice of Customer (VoC) programs, capturing and structuring feedback from multiple channels.
• Translate support insights into product and feature requirements, partnering with Product teams to drive prioritization and implementation.
• Identify recurring issues across seller operations, customer journeys, and cross-border logistics, and drive scalable, systematic solutions.
• Track and improve key experience metrics, including response time, resolution rate, customer satisfaction, and issue recurrence.
• Drive process optimization across support workflows, escalation mechanisms, and service standards to improve efficiency and consistency.
• Support key seller programs and business initiatives by improving service readiness and execution quality.
• Collaborate cross-functionally with Product, Category, Operations, Logistics, and Marketing teams to resolve systemic issues and improve overall platform experience.

Skills

Cross-border e-commerce experience

Marketplace knowledge

Data analysis

Stakeholder management

English & Chinese fluency

Job description

Who We Are

At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.

Our Global Reach

JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE and beyond, reaching customers in every corner of the world. Learn more about who we are and what we do: https://corporate.jd.com/

What We Offer

Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.

About The Team

You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Key Responsibilities

• Own seller and customer experience across the cross-border marketplace, driving improvements in SX and CX performance
• Work closely with seller support and customer support teams to identify key issues, root causes, and improvement opportunities
• Own and manage the Voice of Seller (VoS) and Voice of Customer (VoC) programs, capturing and structuring feedback from multiple channels
• Translate support insights into product and feature requirements, partnering closely with Product teams to drive prioritization and implementation
• Identify recurring issues across seller operations, customer journeys, and cross-border logistics, and drive scalable, systematic solutions
• Track and improve key experience metrics, including response time, resolution rate, customer satisfaction, and issue recurrence
• Drive process optimization across support workflows, escalation mechanisms, and service standards to improve efficiency and consistency
• Support key seller programs and business initiatives by improving service readiness and execution quality
• Collaborate cross-functionally with Product, Category, Operations, Logistics, and Marketing teams to resolve systemic issues and improve overall platform experience

Qualifications

• Experience in cross-border e-commerce, marketplace platforms, or seller/customer support functions
• Strong understanding of seller and customer journeys within marketplace environments
• Proven experience in driving experience improvement initiatives, including issue diagnosis and solution implementation
• Experience working with Product teams to translate business needs into product features or system improvements
• Strong analytical skills, with the ability to structure problems and derive insights from data and feedback
• Strong execution capability, with the ability to drive initiatives from problem identification to implementation
• Excellent stakeholder management skills, with the ability to collaborate across multiple teams
• Fluent in English and Chinese, with strong communication skills to support cross-border business operations

At JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.