Product Support Specialist

Job

• eCommerce Product Support Specialist

Job

People

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.