Customer Experience Associate - Operations (Mandarin Speaker)

Serve as the main point of contact for escalated seller concerns, ensuring timely, accurate, and policy-compliant resolutions. Investigate escalation cases, analyze trends, and identify root causes to address recurring or systemic issues. Partner with cross-functional teams to recommend and implement process improvements and refine SOPs. Maintain a professional, empathetic, and solution-oriented approach when handling sensitive or complex situations. Ensure proper documentation, adherence to esc