Seller Support - Customer Support

The Seller Support Associate will be responsible for providing high-quality, accurate, 

and timely support to sellers across multiple contact channels. The role involves 

understanding seller queries, diagnosing issues, providing appropriate resolutions within 

defined processes and policies, and ensuring a positive seller experience throughout 

the seller journey. The Associate will be accountable for individual quality and 

productivity performance while also identifying recurring seller issues, contact drivers, 

and Voice of Seller insights that can help improve processes and the overall seller 

experience.

Key Responsibilities

1. Handle Seller Contacts & Provide End-to-End Support

Respond to seller queries across assigned channels such as voice, chat, email, 

or other supported channels and provide professional, timely, and accurate 

assistance. Understand the seller's concern, demonstrate ownership, and 

manage the interaction through to resolution or appropriate escalation in 

accordance with defined processes and SLAs.

2. Support Sellers Across the Complete Seller Journey

Handle queries across relevant seller processes, including onboarding, account 

management, catalog and listings, pricing, inventory, orders, fulfillment, shipping, 

returns, refunds, payments, seller performance, account health, promotions, 

disputes, appeals, and other supported seller-services processes. Build sufficient 

process knowledge to accurately diagnose and resolve common seller issues.

3. Diagnose Issues & Deliver Accurate Resolution

Ask appropriate questions, understand the underlying issue, research available 

information and systems, and provide the correct resolution using approved 

SOPs, knowledge resources, policies, and tools. Ensure responses are complete 

and accurate and avoid unnecessary transfers, repeat contacts, or incorrect 

information.

4. Deliver a Strong Seller Experience

Demonstrate ownership, professionalism, empathy, active listening, and clear 

communication throughout every seller interaction. Simplify complex information 

for sellers, set appropriate expectations, and ensure sellers understand the 

resolution or next steps. Never provide unauthorized commitments, unsupported information, or policy interpretations outside the Associate's defined authority