Job Description

DESCRIPTION

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As a Seller Success Representative, you'll serve as the primary connection between AbeBooks and our external sellers--working both independently and within a collaborative team to resolve issues, drive improvements, and enhance the overall seller experience. Your work will have an immediate and visible impact on the AbeBooks customer journey through support initiatives and process optimization, while helping strengthen our seller community and building deep expertise in e-commerce operations and technical support.




The ideal candidate demonstrates sound judgment when tackling complex or ambiguous problems, remains calm and resourceful amid change, and knows when to act independently versus when to escalate. You'll also help shape our seller success programs, contribute to team efficiency, and gain hands-on experience with a variety of third-party tools and systems that power our seller ecosystem.



Key job responsibilities

Technical Support & Problem Resolution



Provide prompt, efficient service to AbeBooks sellers via email and phone, delivering consistent results against quality metrics Independently troubleshoot technical issues related to inventory and order management Identify appropriate escalation paths and make time vs. resource trade-off decisions Create and maintain technical documentation for common issues and solutions


Program Execution & Account Management



Own components of Seller Success Programs including onboarding, targeted sales tactics, and account retention Manage seller accounts and provide sales tax, VAT, and compliance support Execute defined projects with clear goals and deliverables Meet and maintain exceptional performance metrics including quality, productivity, and first contact resolution


Process Improvement & Analysis



Identify and implement process improvements within defined parameters Document and suggest enhancement opportunities based on seller feedback Analyze data to identify trends and communicate findings to appropriate channels Create and update standard operating procedures for team use


Collaboration & Communication



Effectively manage meetings with internal stakeholders Participate in business reviews and present findings to leadership Train new team members on standard procedures and best practices Collaborate across teams to resolve complex seller issues Act as the voice of the customer in company-wide initiatives


About the team

The AbeBooks Seller Success Operations (SSO) Team delivers white-glove and standardized tier 2 support through both reactive and proactive channels. Our team combines in-depth platform knowledge and advanced troubleshooting to resolve complex Seller issues, manage seller accounts, conduct tactical outreach, and execute seller success programs.

BASIC QUALIFICATIONS

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Experience troubleshooting and debugging technical systems, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure Speak, write, and read fluently in French 2+ years of experience in a customer-facing or B2B support role involving email, voice, or messaging interactions for e-commerce, SaaS, or online retail environments Proven experience using case management or CRM systems (e.g., INK, Zendesk, Freshdesk, Salesforce Service Cloud) Strong written communication skills and the ability to document solutions and update internal knowledge bases Proven ability to manage multiple priorities in a fast-paced, ambiguous environment while maintaining strong attention to detail

PREFERRED QUALIFICATIONS

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Experience in data interpretation and analysis to influence stakeholders Experience providing training and mentorship Knowledge of analytical reporting tools (ie Excel, Tableau) 3+ years of experience in B2B technical support, seller success, or e-commerce account management Hands-on experience contributing to process or workflow improvements, including light project management or program ownership Fluency in additional languages (German, Spanish, or Italian)


Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.



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