Seller Support Manager

Who are OnBuy? 

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.  

We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West'). 

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. 

Working at OnBuy: 

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. 

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.  

We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft. 

Job overview:

As the Seller Support Manager, you will be the ‘voice of the seller’ at OnBuy. Pivotal in managing our seller support operations. Your focus will be on diving into the data to understand the root cause of seller issues, driving operational efficiencies whilst providing prompt and effective resolution of sellers inquiries, complaints, and disputes. 
 
This position requires a proactive and seller-centric individual with excellent technical, communication and team management skills.  

Key Responsibilities:  

Leadership and Team Management 

• Establish and lead a strong seller/employee culture; building, protecting, and enhancing the reputation of the department and the company 

• Develop and lead new strategies and improved ways of working  

• Work with other business units and with different teams to deliver growth to sellers  

• Lead the team and oversee the day-to-day operations in seller support 

• Set performance targets, monitor OKR’s, and oversee regular performance evaluations for team members. 

• Accountable for coaching and development of the team, understand market dynamics to proactively support team in their specific industries. Offering coaching on how the team can support sellers and grow GMV. 
• Lead and role model effective communication and engagement with the team 

• Use your skills, organisation and experience to develop a multi-skilled team, maximising efficiency and ensuring all roles have effective cover options. 

• Recruit, lead, coach, and develop seller support resources to provide best-in-class service 

• Use your skills, organisation and experience to develop a multi-skilled team, maximising efficiency and ensuring all roles have effective cover options.
  

Seller Operations:  

• Use the data sets you have available or create new data sets to analyse the root cause of Seller contact and how this can be reduced.  

• Monitor and evaluate Seller interactions to ensure they meet or exceed quality standards.  

• Monitor and analyse Seller contact metrics and performance data to identify areas for improvement and implement corrective actions.  

• Ensure service level agreements (SLAs), response times, and quality standards are adhered to.  

• Hold meetings with Sellers to discuss performance improvements, SLA, cancellation rate, tracking and any other performance related targets  

Requirements

• Proficient in using CRM software to track, manage, and support seller interactions and inquiries. 

• Strong skills in using spreadsheets to analyse seller performance metrics 

• Familiarity with using APIs, and supporting sellers to integrate their own systems (for inventory management, order processing, etc.). 

• A proven track record in a B2B management role, ideally in both B2B and B2C markets. 

• Strong leadership and people management skills, with the ability to motivate, coach and develop high-performing teams. 

• Customer-centric mindset and a commitment to delivering an outstanding experience. 

• Data-driven decision maker with the ability to leverage data to optimise sales strategies and team execution. 

• Demonstrable experience of flexibility to adapt to a fast-paced and evolving business environment. 

• Self-motivated and results-oriented, with a strong drive to achieve and succeed in a fast-paced, target-driven environment. 

• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, stakeholders, and team members. 

• Familiarity with relevant software and tools for data analysis and process optimisation. 

• Previous experience managing and leading a team from one CRM to another. 

Benefits

The salary on offer for this role is up to £35,000 to £40,000 per annum, depending on experience.

In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.