Seller Support Specialist

About Max Retail 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. We empower our partners with the tools they need to thrive in an increasingly competitive market. What You’ll Do Be the point person who takes tough seller issues across the finish line. This role is hands-on and technical. You'll spend a significant amount of time in spreadsheets - cross-referencing seller data against our database, identifying discrepancies, and constructing data payloads to fix issues directly. Key Responsibilities Escalation Management Help sellers using our platform (Ex: listing products, approving orders, etc.) Handle Level 2 escalations from Level 1 support team requiring advanced technical knowledge of our platform. Problems will range from complex listing submissions such as missing data or template errors to existing listing issues such as duplicates, connection errors, sync delays, or data mapping Determine when issues require escalation to Level 3 engineering teams and provide detailed technical documentation POS/eComm integrations: connection/authentication errors, sync issues and delays, data mapping, SKU/variant conflicts (Ex: Seller behavior breaks our API connection) Preventive Support & Seller Initiatives Train and onboard sellers through new platform features such as POS/eComm integrations or Shopify Order updates. Roll new features into day to day escalation and training routines Proactively reach out to sellers experiencing listing errors, order processing issues, late deliveries, or other platform problems Monitor for patterns in seller errors and provide preventive guidance to affected sellers Document recurring complex issues and advocate for product improvements to reduce seller friction Platform Knowledge Most troubleshooting is done in Google Sheets and Excel - you'll compare inventory data across systems, use formulas (XLOOKUP, COUNTIFS, SUMIFS, etc.) to isolate issues, and build structured data files (JSON/CSV) for bulk corrections. This is a daily, core part of the job - not a nice-to-have. Maintain expert-level knowledge of seller tools, features, policies, and technical architecture Stay current on platform updates, new seller features, API changes, and known issues Create and update help documentation and best practice guides for complex scenarios for sellers and internal teams Provide feedback to product teams based on seller pain points and feature requests Mentor and support Level 1 associates through knowledge sharing and case reviews Quality & Metrics Meet or exceed response time and resolution time targets Accurately categorize and track support tickets Clear SOPs and self-serve documentation Tools you’ll use Google Sheets & Excel HubSpot (tickets/inbox), Aircall (voice), Google Suite (meetings, case tracking, exports, SOPs). Backend database (users, contacts, retailer accounts, inventory listings, etc.) Internal admin tools (MR Admin) and basic log/screenshots capture. What success looks like (first 3–6 months) Achieve proficiency on all internal tools and databases. Independently diagnose and resolve L2 data issues (sync errors, price mismatches, listing conflicts) using spreadsheets and internal tools - without needing hand-holding on the technical side. Publish/refresh Internal Processes or Knowledge Center articles per month that reduce time-to-resolution. Clear, complete handoffs to Product/Eng with reproducible steps; fewer back-and-forths. At least 2-3 shipped processes or product improvements driven by your findings. Engage and properly train over 100 sellers to improve their performance on our platform. Who You Are Strong analytical troubleshooter - you instinctively dig into data to find the root cause rather than treating symptoms. When something looks off, you compare sources, check edge cases, and follow the trail. Proficient in Google Sheets / Excel at an intermediate level or above - comfortable writing formulas, filtering data, and working across multiple tabs without guidance. 3 - 4+ years in customer support/success/operations at a SaaS, marketplace, or e-commerce company. Strong written + verbal communication; calm, structured problem solver. Hands-on with HubSpot (or similar), phone support, and Google Suite. High ownership: you chase issues until they’re fixed and documented. Working knowledge of Shopify and one of: 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. Standard business hours (M-F 10am-6pm) with some early/late or weekend rotation during peaks. Startup mindset: bias to action, comfort with changing priorities, strong documentation habits.