| Detail | For this role |
|---|---|
| Department | E-commerce |
| Level | Entry level |
| Reports to | Seller Operations Manager |
| Direct reports | None |
| Experience | Fresher or up to 3 years in support or operations |
Seller Support Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Seller Support Executive
Department: E-commerce
Reports to: Seller Operations Manager
Location: [City], [office, branch or site]
About the role
A Seller Support Executive helps sellers on a marketplace resolve their day to day problems, from listings and orders to payments and account issues. They answer seller queries by ticket, chat and call, troubleshoot problems, and guide sellers to solutions. The role reports to the Seller Operations Manager. A good seller support executive resolves seller issues quickly and correctly, keeps sellers selling without disruption, explains platform processes clearly, and turns frustrated sellers into confident ones through patient, reliable support.
Key responsibilities
- Answer seller queries through tickets, chat and calls within the service level.
- Troubleshoot problems sellers face with listings, orders, payments and accounts.
- Guide sellers through platform processes and how to fix issues themselves.
- Escalate complex issues to the right team and follow up to resolution.
- Resolve payment, settlement and reconciliation queries with the finance team.
- Help sellers understand and act on performance and policy notifications.
- Record every query and resolution accurately in the ticketing system.
- Identify recurring issues and share them for a permanent fix.
- Support sellers with extra care during sale events and peak periods.
- Keep knowledge of platform policies and processes up to date.
Requirements
- Graduate in any stream
- Good communication and computer skills
- Support or e-commerce experience helps
- Fresher or up to 3 years in support or operations
KRAs and KPIs for a Seller Support Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Resolution SLA | Seller tickets resolved within the service level target |
| First contact resolution | Issues resolved at first contact above the target rate |
| Seller satisfaction | Seller support satisfaction score meeting the target |
| Quality | Resolution quality on audits kept above the target |
| Escalation | Complex issues escalated correctly and followed up to closure |
| Records | Queries and resolutions recorded accurately for every ticket |
Skills and tools
Tools used day to day: Ticketing system, Seller platform tools, Chat and calling tools, MS Excel, Knowledge base.
Reporting line and career path
Next roles: Senior Seller Support Executive, Seller Onboarding Executive, Seller Operations Manager
Interview questions for a Seller Support Executive
- How do you handle a seller who is angry about a payment issue?
- How do you troubleshoot a seller's suppressed listing?
- How do you resolve an issue at first contact rather than escalating?
- How do you explain a platform process to a confused seller?
- How do you manage support load during a sale event?
- Tell me about a difficult seller issue you resolved.
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What does a seller support executive do?
A seller support executive helps sellers on a marketplace resolve their day to day problems, from listings and orders to payments and account issues. They answer queries by ticket, chat and call, troubleshoot problems, guide sellers to solutions, and escalate complex issues. They resolve issues quickly and keep sellers selling without disruption.
What skills does a seller support executive need?
A seller support executive needs strong communication and troubleshooting skills, patience, and good knowledge of the platform's processes and policies. Comfort with ticketing systems, the ability to resolve issues at first contact, and disciplined follow up on escalations are central. Staying calm and helpful with frustrated sellers, especially during sale events, matters a lot.
What is the difference between seller support and seller onboarding?
Seller support helps existing sellers resolve day to day issues with listings, orders, payments and accounts. Seller onboarding brings new sellers onto the platform and gets them set up and live. Support keeps sellers running smoothly, while onboarding gets them started. Both sit within seller operations on a marketplace.