Seller Support Representative

The Seller Support Representative will be responsible for managing our support queues, including answering customer issues from our merchants and proactively contacting sellers regarding account health. The ideal candidate will be energized, and exceptional at communication. This candidate must be bilingual in English and Mandarin.  If you’re someone who loves to engage with people, exhibits a sense of humor and is motivated by efficiency we want to hire you! This position is based in Shanghai, China.


  • Respond effectively to customer cases via email for global sellers (phone and chat support may be added in the future).
  • Proactively identify account health issues and communicate these to global sellers.
  • Working morning shifts and during weekdays/weekends can be expected.
  • Escalate customer and technical issues as required; apply judgment to investigate problems to track down root causes.
  • Work with the product team to propose new features or changes requested by the Tophatter community.
  • Identify areas of inefficiency in the business and propose solutions to maximize productivity.
  • Help test new features and applications.

Requirements & experience

  • We’re looking for someone with strong interpersonal and communication skills who will work well in a fast-paced team setting.  A passion for delivering great service is required.  Candidates should also have:
  • 1-4 years experience in customer support, sales or related field
  • An excellent work ethic and a “get stuff done” attitude
  • Strong troubleshooting and dispute resolution skills
  • Ability to stay focused and prioritize tasks in a fast-paced and dynamic environment
  • Welcomes change and feedback with an open attitude and is patientHas superior time management skills and is reliable
  • Proficient computer skills and familiar with MS Word, Excel and Powerpoint4 year college degree (BA or BS required)
  • Bilingual in English and Mandarin (written and spoken)

Apply if…

  • You want to be a part of the next big e-commerce marketplace
  • You want to help people grow their businesses
  • You pride yourself on being organized, detail-oriented, and ambitious
  • You love working, conversing, brainstorming, and creating with peers

We are the world's fastest, most entertaining marketplace for mobile shoppers.

We connect buyers and sellers around the world in realtime auctions that are both fast and effective. Leveraging our ever-expanding data for merchandising and personalization, nearly every item sells, and sells within an average of 90 seconds.

We are actively expanding our team. In exchange for your precious time and energy, we offer incredible freedom and responsibility. If you're looking for a challenge, look no further. Let's grow together.

Tophatter is funded by leading Silicon Valley venture capital firms, including Goodwater Capital, August Capital and CRV. We are based in San Francisco and Shanghai, China.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Meet Some of Tophatter's Employees

Ali M.

VP, User Experience & Design

Ali leads the Product and Design Teams to grow business by strengthening user experience, acquisition, onboarding, and personalization. She also helped navigate a site-wide redesign and improve select policies.

Austin H.

Head of Account Management

Austin oversees the team that monitors sellers on the marketplace to offer guidance and report on general e-commerce trends. He also spearheads larger projects, like introducing advertising for sellers.

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