Assistant Team Leader, Seller Operations

Job Description: Assistant Team Leader - Seller Operations

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Role Overview:

The Assistant Team Leader - Seller Operations is responsible for actively resolving seller issues while also leading a team of Seller support executive and specialist. This role is essential for ensuring that seller queries, complaints, and requests are handled efficiently and in line with the company's objectives. The Assistant Team Leader should possess strong problem-solving skills, leadership potential, and a thorough understanding of the e-commerce setup, with specific focus on seller operations. This role involves direct involvement in resolving seller issues and providing guidance to team members, tracking performance, and ensuring adherence to company policies and SLAs.

Key Responsibilities:

• Actively handle and resolve complex or escalated seller issues within the team’s scope of responsibility.
• Collaborate with internal teams (logistics, commercial, finance, etc.) to address complex seller concerns and ensure swift resolution.
• Ensure the team follows the correct procedures for handling disputes, inquiries, and operational issues related to seller accounts and performance.
• Supervise and support the Seller Support executives, ensuring a high standard of service and performance.
• Provide ongoing guidance, mentorship, and regular feedback to team members.
• Conduct regular team meetings, performance reviews, and training sessions to improve overall team effectiveness.
• Monitor team performance metrics, including ticket resolution time, seller satisfaction, and escalation rates.
• Generate and share regular reports on team performance with senior management.
• Identify gaps in performance and recommend actionable improvements to ensure team goals and KPIs are consistently met.
• Ensure all team activities comply with Noon’s policies and best practices.
• Contribute to process improvements by sharing team feedback and identifying opportunities to streamline operations.
• Handle communications related to sellers, and internal teams as necessary.
• Serve as the first point of escalation for more complicated seller support cases.
• Collaborate with senior leadership and other departments to resolve critical or sensitive issues effectively.
• Assist in the onboarding and training of new team members.
• Develop and maintain up-to-date training materials for team members on product knowledge, internal systems, and operational processes.
• Conduct performance evaluations, provide constructive feedback, and facilitate skill development within the team.

Key Competencies:

• Leadership: Ability to motivate and inspire a team, ensuring alignment with Noon’s goals and values.
• Problem-Solving: Strong ability to address complex issues quickly and effectively, ensuring resolution in a timely manner.
• Communication: Excellent verbal and written communication skills, able to articulate clearly to both sellers and internal teams.
• Customer-Centric: A strong understanding of seller needs, ensuring a focus on providing high-quality support and service.
• Adaptability: Ability to remain flexible and perform well in a dynamic, fast-paced environment.
• Time Management: Effective at multitasking and prioritizing responsibilities to meet deadlines while maintaining quality.

Required Experience and Qualifications:

• Education: Bachelor’s degree in Business, Communications, or a related field (preferred).
• Experience: Minimum 3 years of experience in seller support, or a similar role in an e-commerce environment.
• Proven experience in a leadership or supervisory role, with a strong focus on managing teams and resolving complex issues.
• Familiarity with e-commerce platforms and operations, especially in seller management.
• Technical Skills:Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other business tools.
• Experience with CRM tools or ticketing systems such as Zendesk, Zoho, or similar platforms is highly preferred.

Other Skills:

• Strong interpersonal skills with the ability to engage and motivate a diverse team.
• Capable of working under pressure and adapting to change while maintaining focus on operational goals.