eBay Has A New Head Of Customer Experience

Liz Morton
Liz Morton


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UPDATE 11-14-22

Nancy Vega has left eBay to take time off for personal/family reasons, according to an update on her LinkedIn profile.

She has been replaced by Ty Baker, who joins eBay as Head of Service Delivery - North America after previous roles in customer experience at Comcast and DIRECTV.

eBay Has A New Head Of Customer Service Experience - Again
Ty Baker is eBay’s new Header of Customer Service after Nancy Vega departed the company last month.

UPDATE 4-28-22

Nice to see someone at HQ finally got Nancy an official background for her LinkedIn. 😉


Nancy Vega is the new Head of Customer Experience at eBay, apparently quietly taking over the role back in December.

According to LinkedIn, she leads "a global mission-driven team comprised of Customer Insights, Voice of the Customer (VoC), Operational Policies, Risks & Controls (OPRC), Complaints Management, Executive Escalations, and 1-Star Recovery within the Global Customer Experience (GCX) organization."

She certainly has a lot of customer experience...experience, having previously founded a customer experience consulting firm before moving on to lead customer experience for McAffee, ShopRunner, and Forrester.

In this role Ms. Vega appears to report up to VP, International Customer Experience Derek Allgood and ultimately up to Chief Growth Officer Julie Loeger.

It seems a bit odd to me that Nancy has not been formally introduced or mentioned in any seller events or press releases - after all, how can you be the Voice of the Customer if the customer doesn't even know you exist?

Customer service has long been a sore spot for eBay sellers. Many feel like eBay expects them to bend over backward to provide impeccable service to buyers, but doesn't hold themselves to the same high standards when it comes to the support available to sellers.

Back in 2017, then SVP Global Operations & Customer Service Wendy Jones promised she was going to "fix customer service at eBay" - and a year later she was awarded an $11 million retention bonus by disgraced ex-CEO Devin Wenig despite the fact that customer service at eBay had in fact not been fixed.

What Happened To eBay Customer Support?
eBay promised in 2017 the support experience was changing to be less complex & more consistent - what happened?

Will Ms. Vega be able to do what previous customer experience executives failed to accomplish? It's a tall order, but I sincerely wish her the best of luck in her endeavors!


On a personal note Nancy, I'm flattered that you liked the thumbnail image I created for this recent article about eBay customer service enough to use it for your LinkedIn profile.

eBay Growth Advisors Engage With Sellers
Sellers say eBay has been cold calling & emailing a pitch to have a growth advisor review accounts & make suggestions.

I'd be happy to give you some tips on how to use Shutterstock to make your own cool pictures and maybe even a few on how to fix eBay customer service too while we're at it. 😉 Feel free to reach out any time!

eBayCustomer ServiceEarnings

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Liz Morton is a 17 year ecommerce pro turned indie investigative journalist providing ad-free deep dives on eBay, Amazon, Etsy & more, championing sellers & advocating for corporate accountability.


Recent Comments
Avatar Placeholdermarks304713 minutes ago
Hi, I have a friend who had an interesting experience recently that fell under this issue. They sold an item, packed and dispatched to the UK Ebay hub, this was midway through the period as the pause occurred. They then received a message from the buyer that they had checked tracking and discovered that the item had disappeared on ebay, no advice. It then turned out that the tracking had been fudged and the package was with them but not forwarded on to the USA. A few hours of to and fro to get the answer that it was due to the tariff dilemma. NO fault of the buyer(who had paid) or the seller ((who had been paid) and a strange response that the item could not be delivered. The buyer would be refunded in full, the seller would keep payment and the item would not be returned. Strange, Ebay must be hurting paying our both sides of the deal+
Avatar PlaceholdercwiYesterday
  1. Start building out the brand and promoting the heck out of Canadian sellers to our domestic market. Work with Federal/Provincial level governments in the push to build a strong presence here in Canada.

  2. Add other calculated shipping options than Canada Post UPS/FedEx for domestic shipping - partner with couriers nationwide, leverage agreements and software integrations with courier reseller platforms such as Stallion Express. Build out a crowd sourced network using national/regional retail locations as drop points for rural regions, leveraging transport networks to move packages to courier pickup points, akin to the UK courier model but adapted to the Canadian realities.

  3. Create a centralized international shipping clearing house to aide micro businesses with affordable shipping rates and customs clearance to avoid pitfalls and complexities (akin to US eIS).

  4. Bring features forward to the platform from other localizations, such as prepaid best offer acceptance, etc.

Avatar PlaceholderMotif1234Yesterday
Great article. I believe I have been caught up in this situation. I bought a small item on ebay from a private seller and paid £2.70 postage. They used the ebay labels system. It was tracked through royal mail. I was then asked by royal mail to pay an extra £3.50. I did this, as I wanted the goods and thought maybe the seller had forgotten the postage- human error, which i could get back. It wasn't the sellers fault or mine, but something between ebay and royal mail. Never had that problem in 4 years on ebay with 100 per cent positive feedback for myself. This happened between the 27th April and 7th May 2025. I asked for a refund for postage from ebay, offering all the details and they have refused. To add to the insult, I paid buyer protection, which is useless.