Seller Support Specialist

Responsibilities

• Handle Level 2 escalations requiring advanced technical knowledge of the platform
• Manage complex listing submissions, connection errors, and data mapping issues
• Determine when issues require escalation to engineering teams with detailed documentation
• Train and onboard sellers on new platform features and integrations
• Proactively reach out to sellers experiencing listing or order processing errors
• Use Google Sheets and Excel to cross-reference data and construct JSON/CSV payloads for corrections
• Maintain expert-level knowledge of seller tools, features, and technical architecture
• Document recurring issues and advocate for product improvements

Requirements

• 3-4+ years in customer support, success, or operations at a SaaS, marketplace, or e-commerce company
• Intermediate to advanced proficiency in Google Sheets and Excel (XLOOKUP, COUNTIFS, etc.)
• Experience with HubSpot or similar CRM and Google Suite
• Working knowledge of Shopify and either Square or Lightspeed
• Strong analytical troubleshooting skills with a focus on root cause analysis
• Light SQL/BI familiarity and comfort reading error messages or webhook logs
• Ability to work standard business hours with some weekend rotation during peaks

About the Company

Max Retail is a cutting-edge technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. Our mission is to become the largest supply chain that holds no inventory, providing a seamless connection between supply and global demand.