User Engagement Analyst

About the role

The User Engagement Analyst will serve as the primary liaison between sellers and buyers on our marketplace platform, ensuring smooth transaction flow and maximizing revenue opportunities. This mid‑level position requires a proactive mindset, strong decision‑making abilities, and a focus on speed and responsiveness.

Key responsibilities

• Act as the main point of contact for sellers, handling inquiries promptly and clearly.
• Support conversion of inquiries into completed transactions by providing pricing, product information, and guidance.
• Follow up on pending transactions to drive completion and avoid revenue loss.
• Apply existing policies and pricing without unnecessary escalation; escalate only for high‑risk or undefined cases.
• Maintain accurate, timely documentation of seller‑related policies and processes.
• Prioritize live or revenue‑related requests, delivering responses within defined response times.
• Identify recurring issues and suggest improvements to processes, communication, and workflows.

Required profile

• Degree in Business Administration, Marketing, Mass Communication, or a related field.
• At least 3 years of experience in customer‑facing roles, operations, e‑commerce, or marketplace environments.
• Strong communication and interpersonal abilities.
• Ability to manage multiple tasks in a fast‑paced environment.
• Excellent problem‑solving and decision‑making skills.
• Comfortable working independently and taking ownership.

Required skills