Seller and Customer Support Manager, Harrow

• Lead strategic support initiatives to continuously enhance both the Seller Experience (SX) and Customer Experience (CX).
• Own and evolve the VoS program, capturing user sentiment and identifying critical friction points to drive systemic change.
• Act as a strategic bridge to the Product Team, translating support data and front-line insights into actionable feature requests.
• Oversee all marketplace support functions to ensure high-quality, efficient resolutions for both sellers and customers.
• Analyse support trends to proactively identify and implement opportunities for automation, self-service, and process scaling.

• Extensive background in e-commerce support management, with a specific focus on the unique dynamics of two-sided B2B or B2C marketplace ecosystems.
• Demonstrated success in enhancing Seller Experience (SX) and Customer Experience (CX) through strategic process improvements and support frameworks.
• Proven experience in designing and owning "Voice of the Seller" (VoS) or "Voice of the Customer" (VoC) programs to capture and interpret user sentiment.
• Highly skilled in translating raw support data, including NPS and CSAT metrics, into actionable insights and high-level reports for senior stakeholders.

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