Our Services & Support Culture: 
  We are a team of dedicated, creative, and highly collaborative innovators who prize 
integrity, courage, and enthusiasm 
  Every member of our Services & Support team is a key player, and every customer s 
success is our goal 
  We believe in nurturing team members and encouraging them to grow their skills, talents, 
and careers 
  We love people who share their ideas, and who are open to suggestions/feedback. We are 
always learning from one another and are looking for someone who appreciates this 
dynamic. 

What You'll Do: 
  Answer support tickets, live chats, phone calls, or emails from merchants. 
  Troubleshoot issues related to the platform (e.g., product uploads, errors, integration 
errors) 
  Guide customers through setup of marketplaces or training of platform via support tickets, 
or Microsoft Teams screenshare meetings. 
  Provide the customer with an understanding of the resources available to help them 
achieve their sales goals 
  Escalate technical problems to higher-tier support or engineers. 
  Effectively work alongside other departments - including sales, product, and support - to 
ensure client success and that all work is carried out in a timely and accurate manner 
  Capture client feedback and be the voice of the customer internally to impact processes 
and product development 
  Be an agent of change by sharing your knowledge, tools, and techniques with the team 

Skills & Requirements: 
  Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling 
  Experience delivering and supporting a SaaS solution is strongly preferred 
  Ability to quickly learn new technologies and processes 
  Excellent client-facing and internal communication skills 
  Excellent written and verbal communication skills 
  A strong customer service orientation and the ability to form long-term customer 
relationships 
  Proficiency using Excel and MS Office applications 
  Self-starting attitude and passion for succeeding, while also being a team player and role 
model to other team members 
  1-2 years of relevant work experience 

Nice to Have: 
  Experience with CRM 
  Experience with Zendesk 
  Experience with JIRA