Operations
Purpose: keep marketplace trading dependable and resolve customer issues fairly and efficiently.
Operations Squad delivers the department’s responsibilities across the following workstreams.
| Workstream | Responsibilities |
|---|---|
| Customer Support | Buyer and seller assistance, knowledge management, self-service and support workflow automation. |
| Trust & Resolution | Disputes, appeals, refunds, warranties, chargebacks and complex customer cases. |
| Risk & Fraud | Transaction and account risk, fraud prevention, investigations and operational controls. |
| Operational Quality | Independent case reviews, quality standards, calibration, service accuracy and improvement tracking across operational teams. |
The COO coordinates Operations. Team leads manage specialists and daily service delivery. Operational Quality reports directly to the COO and reviews quality across teams.