Seller Support Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• You will take charge of the seller support experience: managing tickets, handling escalations, and being the advocate sellers need.

• Address seller inquiries via chat and email regarding payouts, orders, shipping, disputes, and account access.

• Acquire the skills to conduct thorough investigations. Dive deep into orders, payments, and shipping information to uncover the root cause rather than just addressing the symptoms.

• Become proficient in providing live support for sellers during selling events, where timely responses are crucial.

• Manage live selling events with poise, establishing yourself as a reliable source of quick answers for sellers.

• Escalate pertinent issues to product and engineering teams with clear context, ensuring that genuine problems are resolved rather than superficially addressed.

• Identify recurring problems and flag them proactively to prevent them from escalating.

• Develop the intuition to determine when to resolve issues independently and when to seek assistance from others.

⛳️ Requirements

• Prior experience in customer or seller support, preferably within a marketplace, e-commerce environment, or a rapidly growing startup.

• Willingness to work weekends post-training. This is not an occasional requirement, but a fundamental aspect of the position.

• Excellent written communication skills in a clear, friendly manner. You can clarify complex situations without using jargon.

• Strong problem-solving abilities, maintaining composure under pressure, and being organized enough to manage a busy queue.

• Familiarity with support tools (such as Zendesk and Intercom), along with experience in payments, payouts, or shipping/logistics. An interest in trading cards, collectibles, or live commerce is a plus.

🏝️ Benefits

• 29 days of annual leave.

• A day off for your birthday, no questions asked.

• Share options that allow you to become a true stakeholder in our success.