Job Description

Job Title: eCommerce Product Support Specialist

Job Summary: The Support Specialist ensures smooth collaboration between internal teams and vendors by managing escalations, maintaining operational readiness, and driving process clarity for Customer Service operations. This role focuses on troubleshooting, issue management, and administrative consistency to support service delivery across regions.

People Manager: No

What you’ll do

Customer Support (approx. 40%)

• Partner with Service Delivery, Content, and Product Support teams to implement and maintain troubleshooting procedures for common online and in-store scenarios (e.g. purchases, refunds, carrier escalations, stock inquiries, site outages).
• Manage ticket escalations from vendor to internal teams, ensuring clear communication and timely resolution.
• Identify and surface emerging issues, collaborating with Product Support Lead and management to define response plans.
• Review and resolve Online Store Reviews & Q&A escalations, ensuring feedback loops to vendor teams.

Vendor Readiness (approx. 20%)

• Maintain vendor readiness documentation on Confluence and ensure workflows remain up-to-date.
• Act as Slack workspace admin for workflow requests and automation setup supporting vendor communication.

Reporting (approx. 20%)

• Support regular and ad hoc reporting for stakeholders, including bi-weekly dashboards and issue trend summaries.

Administration (approx. 20%)

• Execute administrative workflows such as account merges/deletions, concession code requests, and charge dispute tracking.

Skills & Experience

• Strong analytical and coordination skills with experience in vendor-facing environments.
• Knowledge of eCommerce or customer service operations (refunds, returns, carrier logistics).
• Experience with collaboration tools (Slack, Confluence, Zendesk, or similar).
• Clear written communication and stakeholder management ability.
• Proactive, detail-oriented, and able to balance multiple priorities.

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