UX Designer - Assisted Service

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

At eBay, our customer support teammates are at the heart of delivering exceptional customer experiences. This role is an opportunity to fundamentally reimagine the tooling and user experience.

You’ll be designing the next generation of teammate tools, including AI-powered experiences, that help agents resolve issues faster, reduce cognitive load, and focus on what matters most: helping customers. Your work will directly impact thousands of teammates globally and millions of customer interactions every day.

You’ll play a critical role in moving us toward a more intelligent, streamlined, and human-centered support ecosystem, shaping how AI and automation show up in real-world, high-pressure environments.

If you’re passionate about solving problems, influencing product strategy, and designing tools that make an important difference at scale, this is a chance to have outsized impact.

Responsibilities

• Design intuitive, efficient, and scalable experiences for internal teammate tools that empower customer support agents to deliver faster, higher-quality assistance
• Deeply understand multi-step support workflows, systems, and problems, and translate them into streamlined, usable solutions
• Partner closely with Product, Engineering, Data Science, and Operations to shape product direction and ensure solutions meet both business goals and teammate needs
• Use research and data to inform and validate design decisions, balancing priorities in a fast-paced environment
• Plan and conduct end-to-end research (e.g., interviews, shadowing, usability testing) with support teammates, or collaborate with research partners when needed
• Act as the voice of the teammate by identifying research opportunities during planning and bringing insights into product strategy and prioritization
• Design for real-world conditions such as high-volume workflows, cognitive load, multitasking, and time pressure
• Contribute to and evolve design patterns and systems for internal tools, ensuring consistency and scalability across the ecosystem
• Collaborate early and often with cross-functional partners and fellow designers to co-create solutions and iterate quickly

Qualifications

We’re looking for candidates who:

• Have experience designing UX for complex systems, internal tools, or workflow-driven products (e.g., customer support tools, enterprise software, AI-assisted tools)
• Are skilled at translating user needs, behavioral insights, and operational constraints into clear product requirements and design solutions
• Can independently plan and execute research, including contextual inquiry (e.g., observing teammates in their workflow), interviews, and usability testing
• Have a strong ability to synthesize research into actionable insights that influence product and design decisions
• Are comfortable facilitating workshops, co-creation sessions, and design critiques with cross-functional teams
• Excel at simplifying complex problems and designing for efficiency, clarity, and speed
• Communicate clearly and confidently through presentations, storytelling, and artifacts (flows, wireframes, prototypes)
• Are proactive, self-driven, and able to navigate ambiguity while maintaining momentum
• Can manage multiple projects and priorities effectively, setting clear expectations and delivering on commitments
• Are based in India and prepared to work primarily in U.S. time zones to support close collaboration with global partners

Additional Details

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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