Seller Support Specialist

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🔥 14 hours ago

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Max Retail

WebsiteLinkedInAll Job Openings

11 - 50 employees

📦 Logistics

🛍️ eCommerce

🛒 Retail

Logistics • eCommerce • Retail

Max Retail is a company that provides a solution for retailers to sell their excess inventory with ease. By utilizing Max Retail, retailers can list their leftover inventory across over 20 e-commerce sites, reaching a vast audience of over 400 million shoppers. The platform allows retailers to recover their wholesale costs on past season inventory without the hassle of heavy markdowns, returns, or complicated logistics. With features like pre-paid shipping labels and no customer returns, Max Retail streamlines the process of managing unsold inventory and improves cash flow for its users.

📋 Description

• Serve as the point person for complex seller issues and take them through resolution • Help sellers with platform tasks such as listing products and approving orders • Handle Level 2 escalations involving listing errors, duplicates, connection errors, sync delays, data mapping, and POS/eCommerce integrations • Escalate appropriate issues to Level 3 engineering and provide detailed technical documentation • Train and onboard sellers on platform features and integrations • Proactively contact sellers experiencing listing, order-processing, delivery, or other platform issues • Monitor error patterns and provide preventive guidance • Document recurring issues and advocate for product improvements • Compare inventory data across systems using spreadsheets and build JSON/CSV payloads for bulk corrections • Maintain expert knowledge of seller tools, features, policies, and technical architecture • Create and update help documentation and best-practice guides • Provide product feedback based on seller pain points and feature requests • Mentor Level 1 associates through knowledge sharing and case reviews • Meet response-time and resolution-time targets and accurately track support tickets • Diagnose and resolve L2 data issues independently using spreadsheets and internal tools • Create clear handoffs to Product and Engineering with reproducible steps • Drive processes or product improvements based on findings • Train more than 100 sellers to improve platform performance

🎯 Requirements

• 3–4+ years of experience in customer support, success, or operations at a SaaS, marketplace, or e-commerce company • Intermediate-level or higher proficiency in Google Sheets and Excel • Ability to write formulas including XLOOKUP, COUNTIFS, and SUMIFS • Strong analytical troubleshooting and root-cause investigation skills • Strong written and verbal communication skills • Experience with HubSpot or a similar platform, phone support, and Google Suite • Working knowledge of Shopify and Square or Lightspeed, or willingness to learn quickly • Experience with chargebacks/shipping workflows or listing quality review • Light SQL/BI familiarity • Comfort reading basic error messages or webhook logs • Ability to work standard business hours, Monday–Friday, 10 a.m.–6 p.m., with some early/late or weekend rotation during peak periods • Startup mindset, adaptability, and strong documentation habits