Seller Support Specialist

Escalation Management:

• Help sellers with listing products, approving orders, and other platform issues.
• Handle Level 2 escalations requiring advanced technical knowledge, such as data mapping, sync errors, and API connection problems.
• Determine when to escalate to engineering teams and provide detailed documentation.

Preventive Support & Seller Initiatives:

• Train and onboard sellers through new platform features and updates.
• Proactively reach out to sellers experiencing errors and provide preventive guidance.
• Document recurring issues and advocate for product improvements to reduce seller friction.

Quality & Metrics:

• Meet or exceed response time and resolution time targets.
• Accurately categorize and track support tickets.
• Create clear SOPs and self-serve documentation to improve team efficiency.