Marketplace Seller Support - Benelux

Evere

Decathlon Belgium - E-Commerce

Joining the Decathlon headquarters means becoming part of a collective where a variety of talents work together to imagine, build and innovate. Everyone brings their expertise to advance the company and improve the experience of our customers and colleagues in the store. The atmosphere? Dynamic and friendly, punctuated by team spirit and sports activities between colleagues. Here, we share, learn and grow together, in an environment where each project is a new challenge to be met.

YOUR MISSION

Regional Seller Support - EU

We are seeking a motivated and detail-oriented professional to join our Regional Seller Support team for the EU. This role is critical in driving operational excellence and ensuring a top-tier support experience for our sellers. You will help streamline onboarding and ongoing assistance through close collaboration with both internal and external teams.

If you’re passionate about process optimization, quality control, and seller success, we’d love to hear from you!

Key Responsibilities

Operational Excellence & Seller Support

•Oversee and execute EU seller support processes, directly and via external partners.

•Drive continuous improvements to enhance seller experience and support quality.

•Monitor and ensure performance KPIs (e.g., Time to Onboard, Ticket SLA) are met.

Quality Control & Process Improvement

•Conduct quality checks and audits on processes handled by external partners.

• Identify workflow inefficiencies and collaborate on solutions.

Escalation Management

•Handle escalated tickets from external teams promptly and effectively.

•Guide external teams to prevent repeat issues.

Content Management & Seller Autonomy

•Maintain accurate, up-to-date FAQs to empower self-service.

•Work with content teams to improve FAQ resources based on common seller inquiries.

Collaboration & Reporting

•Coordinate with internal (Ops, Product, Support) and external teams to ensure seamless operations.

•Prepare regular reports on metrics and improvements.

•Provide feedback to Process Management when new use cases lack SOPs.

•Flag quality issues in external teams’ processes and support corrective actions with clear documentation.

YOUR PROFILE

Analytical Skills: Strong ability to analyze data and performance metrics, identify trends, and recommend improvements.
Process-Oriented Mindset: Demonstrated experience in process optimization and quality control testing.
Problem-Solving Abilities: Excellent troubleshooting and escalation management skills.
Collaboration Skills: Proven ability to work across teams, manage external vendors, and build strong relationships with stakeholders.
Tech Proficiency: Comfortable with CRM systems, ticketing tools, and data analytics platforms.
Languages : Fluency in FR, NL & EN is required