Seller Support & Onboarder ES/IT - Decathlon Marketplace

Evere

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

Our Decathlon Marketplace is a fast-growing global platform operating in 19 countries worldwide. We connect sports brands, third-party sellers, and customers through a seamless digital experience, integrated into Decathlon’s e-commerce website, offering millions of products worldwide.

We are looking for a motivated and detail-oriented professional to join our dynamic team as Seller Support and Onboarder. This role is essential to ensuring operational excellence and providing a first-class support experience to sellers in the European region.

If you are passionate about process optimization, quality control, and seller success, we would love to hear from you !

Your responsibilities

Operational Excellence & Seller Support

Oversee and ensure seamless execution of seller support procedures across Europe, managing both internal teams and external service providers (BPO).
Act as an ambassador for Seller Experience excellence, driving continuous improvement in support quality.
Monitor and analyze regional KPIs (e.g., Onboarding Lead Time, Ticket SLAs) to ensure internal and external teams consistently meet performance targets.

Quality Control & Process Improvement

Conduct audits and quality control testing on outsourced processes to maintain high operational standards.
Identify workflow gaps and inefficiencies, collaborating with stakeholders to design and implement optimized solutions.

Escalation Management

Proactively manage ticket escalations from external partners to ensure swift and effective resolution.
Provide guidance and mentorship to external teams to prevent recurring issues and enhance problem-solving capabilities.

Content Management & Seller Self-Service

Maintain and update FAQ documentation to ensure accuracy and empower sellers through self-service solutions.
Partner with content teams to expand knowledge bases based on recurring seller pain points and feedback.

Collaboration & Reporting

Liaise closely with internal departments (Operations, Product, and Support) and external partners to maintain fluid cross-functional workflows.
Prepare regular performance reports and process improvement insights for key stakeholders.
Provide feedback loops to process management teams when new use cases arise without standard operating procedures (SOPs).
Accurately report quality issues regarding external execution and provide documentation to drive corrective actions with the process management team.

YOUR PROFILE

We are looking for a tech-savvy professional who thrives in a multilingual and cross-functional environment.

Multilingual Proficiency: Fluent in English, Spanish & Italian
Analytical Skills: Proven ability to analyze data and performance metrics, identify emerging trends, and propose actionable improvements.
Process-Oriented Approach: Demonstrated experience in process optimization and quality control management.
Problem-Solving Expertise: Strong track record in escalation management and complex problem resolution.
Collaborative Mindset: Skilled at managing cross-functional relationships between internal stakeholders and external service providers (BPOs).
Tech Savvy: Proficient in CRM systems, ticketing tools (e.g., Zendesk, Salesforce), and data analytics platforms.

You will be working full time from our headquarters in Evere.

Ready to Play ?