Seller and Customer Support Manager

Who We AreAt 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 ReachJD.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 OfferJoining 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 TeamYou’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 ResponsibilitiesOwn seller and customer experience across the cross-border marketplace, driving improvements in SX and CX performanceWork closely with seller support and customer support teams to identify key issues, root causes, and improvement opportunitiesOwn and manage the Voice of Seller (VoS) and Voice of Customer (VoC) programs, capturing and structuring feedback from multiple channelsTranslate support insights into product and feature requirements, partnering closely with Product teams to drive prioritization and implementationIdentify recurring issues across seller operations, customer journeys, and cross-border logistics, and drive scalable, systematic solutionsTrack and improve key experience metrics, including response time, resolution rate, customer satisfaction, and issue recurrenceDrive process optimization across support workflows, escalation mechanisms, and service standards to improve efficiency and consistencySupport key seller programs and business initiatives by improving service readiness and execution qualityCollaborate cross-functionally with Product, Category, Operations, Logistics, and Marketing teams to resolve systemic issues and improve overall platform experienceQualificationsExperience in cross-border e-commerce, marketplace platforms, or seller/customer support functionsStrong understanding of seller and customer journeys within marketplace environmentsProven experience in driving experience improvement initiatives, including issue diagnosis and solution implementationExperience working with Product teams to translate business needs into product features or system improvementsStrong analytical skills, with the ability to structure problems and derive insights from data and feedbackStrong execution capability, with the ability to drive initiatives from problem identification to implementationExcellent stakeholder management skills, with the ability to collaborate across multiple teamsFluent in English and Chinese, with strong communication skills to support cross-border business operationsAt 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.Ready to apply?Take the next step in your career, apply now and explore the opportunities we have to offer.