Seller Support Specialist

What do we do:
ShopDeck helps e-commerce merchants set up and manage their D2C storefront “profitably”.

Proposition for merchants:

D2C selling made as easy as selling on e-com marketplaces

Why build this?

1. India's D2C wave has been limited to venture-funded D2C brands today

2. The art of selling on your own website is not democratized. There are ~500k-1M sellers who can sell D2C but can at best sell on marketplaces

3. Philosophically - we feel brand owners should spend most of their time on the product and not on channel optimization

4. Status-quo software solve for work-flow management of storefront but don't do enough on “helping” merchants sell well!

Our proposition

We have a software + services proposition for the merchant with the goal of optimizing for the merchant's profitability. Our product is an all-in-one software stack that gives merchants everything they need to sell D2C, i.e. Storefront, Shipping, Marketing integrations, Communication. Our services layer works on top of this software stack to achieve profitability for merchants. Here, we combine 4-key roles in classic e-commerce setup, all relevant for any D2C brand as well:
 

1. Marketing manager (“top of the funnel”)

2. Category manager (“products/merchandising”)

3. Product manager (“website/app metrics”)

4. Ops manager (“shipping metrics”)

Our services layer measures metrics across all these buckets to optimize and take appropriate actions for merchant's profitability. Over time, the goal is to productize our services layer - which we believe will move the baseline of what merchants expect from a storefront software.

Founders:

1. Rishabh Verma

2. Harmin Shah

Our Investors:

Role Charter: Seller Support:

As Seller Support, you will work closely with the sellers and ensure ShopDeck's sellers have a smooth experience while managing their businesses on the platform. You will be responsible for handling seller queries, resolving operational issues, and coordinating with internal teams to ensure concerns are addressed quickly and effectively.

This is a hands-on, execution-focused role for someone who enjoys solving problems, communicating with sellers, and working in a fast-paced e-commerce environment. You will be the first point of contact for sellers and will own their issues from initial query through resolution, while ensuring a high-quality seller experience.

The ideal candidate will have hands-on experience in seller support, customer support, or e-commerce operations, with a strong ability to understand seller concerns, troubleshoot issues, and coordinate with multiple teams. A minimum of 1 year of relevant experience is required.

What You'll Do

Seller Support & Query Resolution

• Handle seller queries through calls, emails, chats, and support tickets.

• Understand seller concerns and provide accurate and timely solutions.

• Resolve day-to-day seller issues related to orders, cancellations, returns, refunds, payments, shipping, and account-related concerns.

• Ensure sellers receive clear guidance and a smooth support experience.

• Follow up on unresolved queries until the issue is completely resolved.
  
   

Order & Operations Support

• Assist sellers with order-related issues, including unshipped orders, cancellations, returns, and delivery-related concerns.

• Help sellers understand and resolve operational issues affecting their orders.

• Coordinate with Logistics and Operations teams to resolve shipping and delivery-related problems.

• Monitor pending cases and ensure they are resolved within the expected turnaround time.

• Identify recurring operational issues and escalate them to the relevant teams.
  
   

Product & Catalog Support

• Assist sellers with product listing, catalog, inventory, pricing, and product-related issues.

• Help sellers understand the correct process for managing their products on the ShopDeck platform.

• Troubleshoot basic product and catalog-related issues and guide sellers accordingly.

• Escalate technical or platform-related issues to the appropriate internal teams.

Customer Insight & Seller Feedback

• Interact with sellers regularly to understand their concerns, challenges, and pain points.

• Identify recurring seller issues and share insights with the relevant internal teams.

• Collect seller feedback and contribute to improving the overall seller experience.

• Proactively identify areas where sellers may need additional guidance or support.

Cross-Functional Collaboration

• Work closely with Operations, Finance, Product, Tech and business teams to resolve complex seller issues.

• Escalate issues to the appropriate team when they require further investigation or technical intervention.

• Follow up with internal teams to ensure escalated issues are resolved within the expected timeline.

• Keep sellers informed about the status of their queries and provide clear communication throughout the resolution process.
  
   

Reporting & Documentation

• Maintain accurate records of seller interactions, queries, escalations, and resolutions.

• Update CRM / support systems with the latest status of each seller case.

• Track pending and resolved queries and ensure proper follow-up.

• Share relevant seller insights, recurring issues, and support updates with the team regularly.
  
   

Experience & Background

• Minimum 1 year of experience in Seller Support, Customer Support, E-commerce Operations, or a similar role.

• Prior experience working with sellers, merchants, customers, or e-commerce businesses is preferred.

• Experience handling support queries through calls, emails, chats, or ticketing systems.

• Basic understanding of e-commerce operations, including orders, payments, returns, shipping, and inventory.

• Experience working with CRM / support tools and basic knowledge of Google Sheets or MS Excel.

• Strong verbal and written communication skills.

Skills & Mindset

• Strong Communication – Communicates clearly and professionally with sellers and internal teams.

• Problem-Solving – Understands seller issues and works towards practical and effective solutions.

• Seller Empathy – Understands seller concerns and provides patient, helpful, and professional support.

• Ownership Over Resolution – Takes responsibility for an issue from the initial query through final resolution.

• Follow-Up Discipline – Proactively follows up on pending and escalated issues until closure.

• Attention to Detail – Maintains accurate information while handling seller queries and updating support records.

• Cross-Functional Collaboration – Works effectively with Operations, Logistics, Finance, Product, and Tech teams.

• Startup Agility – Operates effectively with changing priorities, tight timelines, and evolving processes.

• Bias for Action – Moves quickly from understanding a seller's problem to finding and implementing a solution.