User Engagement Analyst

Responsibilities:

Seller & Buyer Management: Act as the primary point of contact for sellers on the platform Respond to seller and buyer inquiries promptly and clearly Manage communication in a way that ensures transactions progress efficiently

Revenue & Transaction Execution (CRITICAL): Support the conversion of inquiries into completed transactions Provide pricing, product information, and guidance using existing data and references Ensure that no revenue opportunity is delayed due to: lack of information, slow response, and indecision Proactively follow up on pending transactions to drive completion

Decision-Making & Problem-Solving: Apply existing policies, pricing, and precedent without unnecessary escalation Make informed decisions quickly using available information Escalate only when: no policy exists, and high-risk decisions are required Provide clear summaries and recommendations when escalation is necessary

Operational Execution: Ensure all seller-related policies, processes, and standards are accurate, timely, and well-documented Coordinate with internal teams where required to resolve issues quickly Maintain strong attention to detail across all interactions

Speed and Responsiveness (MANDATORY): Handle all live or revenue-related requests with high urgency Provide responses or proposed actions within defined response times Prioritize tasks based on business impact, not activity level

Continuous Improvement: Identify recurring issues in seller or buyer interactions Suggest improvements to processes, communication, and workflows Contribute to strengthening the overall UE function and efficiency

Requirements: Degree in Business Administration, Marketing, Mass Communication, or a related field Experience in customer-facing roles, operations, e-commerce, or marketplace environments Strong communication and interpersonal skills Ability to manage multiple tasks in a fast-paced environment Strong problem-solving and decision-making ability Comfortable working independently and taking ownership