Seller and Customer Support Manager

Who We Are

At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.

Our Global Reach

JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE and beyond, reaching customers in every corner of the world.

Learn more about who we are and what we do: https://corporate.jd.com/

What We Offer

Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.

About The Team

You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Key Responsibilities

• 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.

Qualifications

• 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.

At JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

Ready to apply?

Take the next step in your career, apply now and explore the opportunities we have to offer.