Seller Success Associate, DE, AbeBooks Seller Success Operations

Job description

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
• 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

• 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.