Seller Support Specialist

Target hire date: ASAP

Job Title: Seller Support Specialist

Job Type: Full-time

Team: Seller

Reports to: Seller Operations Manager

Location: London

About DELLI

Hi, if you’ve not met DELLI before, we’re a community of fun-loving, and curious, that live for the discovery of new food, flavours and people.

DELLI is a platform to bring a new generation of food producers and their customers together. We believe the world of food is undergoing a fundamental shift and we are here to support the brave individuals that are making it happen. We allow burgeoning independent food makers to build their businesses and instantly reach a nationwide community of customers that are looking for new, more exciting and tastier food options.

We were founded by Simon Beckerman (Co-Founder, Chief Creative Officer) and Marie Petrovicka (Co-Founder, CEO). Simon and Marie previously worked together at Depop - a fashion marketplace founded by Simon, that sold to Etsy for $1.6B in 2021, with 20M users in 147 countries, and a team of 300!

We have recently raised our Seed round from Balderton and HV and are poised for an exciting phase of growth, much of it coming from growing and managing out seller community. For that, we are looking for someone who can help us deliver an industry-leading experience for our sellers.

Role Overview

At DELLI, our suppliers are called "makers" or "sellers". Our seller team is responsible for onboarding, managing and growing our sellers.

As a Seller Support Specialist, you will be the primary liaison for DELLI’s sellers, ensuring smooth interactions across onboarding, inventory, order flow, and DELLI's 'Maker Hub' platform. You’ll resolve queries, guide sellers through processes, and champion enhancements to deliver a best-in-class experience.

In a small, expanding team, you'll have significant autonomy to own projects, make key decisions, and directly shape how we scale. If you're a proactive problem-solver with a knack for process improvement and a passion for community, this role offers huge scope for impact and growth.

Responsibilities

1. Multichannel Seller Support

• Don't just answer queries – diagnose systemic issues . Take ownership of complex seller challenges across multiple channels (email, chat, phone), from onboarding friction to inventory hurdles and delivery snags.
• Data-Driven Improvement: You'll be the eyes and ears of our seller community. Analyse incoming queries to identify trends, pinpoint recurring pain points, and translate those insights directly into actionable improvements for our tech tools and ways of working
• Manage seller communications end-to-end, and contribute to improving how we keep them engaged, supported and successful.
• Process optimisation & automation : Find ways to streamline, batch, and leverage tech and AI to eliminate friction and automate repetitive work, freeing you up for higher-value seller support and growth.
• Act as a point of escalation for complex seller problems and coordinate with internal DELLI teams across Partnerships, Operations, Buyer Growth.

2. Seller Onboarding

• Supporting the Seller Onboarding Lead with the administrative process of getting new sellers live on the DELLI platform.
• Review and approve product listings for quality, accuracy, and brand alignment.

• Coordinate photography needs with internal or external teams to ensure products meet DELLI’s visual standards.

Requirements

Who You Are

• Exceptional Communicator: You can articulate complex ideas simply , ensuring clarity and empathy in interactions, whether with a seller or the DELLI team.
• Natural Problem Solver: You're inherently curious and resourceful. You don't wait for instructions; you proactively identify issues , quickly master new tools, and build effective solutions and new processes with minimal oversight
• Data-Informed & Insightful: You love turning raw information into clear, quantitative insights that drive decision-making and continuous improvement.
• Methodical, Organised & Detail-Oriented: Sharp attention to detail and a methodical approach. You’re consistent (no reminders needed), diligently track progress, and skilfully manage expectations with both sellers and our internal team. You also excel at prioritising tasks and managing your time.
• Systems Thinker : You're not just tackling one task at a time; you're seeing how it fits into the larger picture. You're constantly asking, "How can we make this better, faster, and more scalable?", “How can we simplify, batch and automate?”
• Tech-Savvy & Adaptable: You're eager to apply AI, to remove friction and speed up repetitive or manual work. Experience with tools like Excel/Google Sheets, Notion, CRM/ticketing platforms (HubSpot, Zendesk), and e-commerce platforms (Shopify) is a plus, but your ability to learn quickly is paramount.
• Agile & Resilient : You have a deep hunger to be in a fast-paced environment where roles, objectives, and tasks change quickly. You embrace new challenges and are ready for the unpredictable nature of a high-growth startup .

Benefits

• Be part of the launch of something truly exceptional

• You will get a competitive salary in line with your skills, experience, and potential
• Equity, everyone owns a piece of the company
• Staff discount to use on DELLI’s online shop
• Once-a-week team lunch, on us
• Health insurance

We know that you may be put off applying for our job if you think you can’t tick every box, apply anyway. We’re welcoming of all backgrounds and pride ourselves on having a diverse community and workforce that adds to our richness. However, you’ll catch our eye if you can demonstrate a hint of the DELLI appeal within your CV to wow and excite us.

If you're passionate about building innovative solutions that can make a positive impact on society and want to join a team of like-minded individuals, we would love to hear from you!