What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Launch programs for sellers, review objectives, and coordinate releases.
• Communicate effectively with engineering, sales, and warehouse teams.
• Implement and maintain system documentation and user help systems.
• Provide technical troubleshooting, support, and tutorials to empower team autonomy.
• Activate, onboard, and support new sellers, ensuring smooth integration into the platform.
• Provide timely, professional assistance to sellers via email, chat, and phone.
• Address seller inquiries regarding account setup, product listings, order processing, payments, and other platform-related issues.
• Handle real-time troubleshooting through chat platforms, maintaining high levels of customer satisfaction.
• Document interactions and solutions for reference and training purposes.
• Collaborate with team members to escalate and resolve complex issues effectively.
• Educate sellers on platform policies, procedures, and best practices to optimize their experience.
• Monitor seller performance metrics, offering feedback and recommendations for improvement.
• Assist in creating and updating seller support resources, including knowledge base articles and FAQs.
• Stay informed about industry trends and competitor activities to enhance support services.
• Stay current on product knowledge and technical skills.

Who are we looking for?

• At least 3 to 5 years of experience in customer support, ideally in an e-commerce, fulfillment, or marketplace environment.
• Proven experience providing phone and chat-based technical support.
• Fluency in both Mandarin and English, with outstanding verbal and written communication skills in both languages, including proficient written and spoken Mandarin.
• Strong problem-solving skills and attention to detail.
• Technical proficiency in software and hardware troubleshooting.
• Experience collaborating with engineering teams and investigating complex technical issues.
• Ability to manage multiple chat and phone sessions simultaneously while maintaining quality support.
• Proficiency in tools like Google Sheets, JIRA, Slack, Zendesk, Postman, and Metabase (highly preferred but not required).
• Familiarity with CRM systems and support ticketing platforms is a plus.
• Bachelor’s degree in business administration, marketing, or a related field.
• Strong multitasking and task prioritization skills in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering exceptional support.