Seller Success Representative - French, Seller Success Operations

Seller Success Representative - French, Abe Books Seller Success Operations

As a Seller Success Representative, you'll serve as the primary connection between Abe Books 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 Abe Books 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 elevate.

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.

• Provide prompt, efficient service to Abe Books 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 decisions on time and resource trade‑offs.
• Create and maintain technical documentation for common issues and solutions.

• 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.

• 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.

• 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.

The Abe Books 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.

• 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.

• Experience in data interpretation and analysis to influence stakeholders.
• Experience providing training and mentorship.
• Knowledge of analytical reporting tools (e.g., 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).

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