What You’ll Do
- Customer Onboarding Support:
- Assist in onboarding new Marketplace customers by building product catalogs, setting up templates, and preparing account materials.
- Customer Service & Level 1–2 Support:
- Respond to customer queries via email, chat, or other channels—resolving common issues, product questions, order updates, or catalog adjustments using internal systems.
- Product & Solution Assistance:
- Support customers with product discovery, sourcing, and catalog improvements—partnering with the CSM and GTM team to deliver great outcomes.
- Catalog Development:
- Build and manage product catalogs using spreadsheets, bulk upload tools, and internal systems. Ensure accuracy and up-to-date content.
- Operational Support:
- Assist in preparing commercial proposals, quoting, and processing product updates. Maintain documentation and templates to enable fast reuse.
- Internal Coordination:
- Collaborate with the GTM, Procurement, and Product teams to troubleshoot customer issues, improve our offering, and streamline operations.
- Process Improvement:
- Identify opportunities to simplify or automate tasks as we scale; create and maintain SOPs where needed.
What We're Looking For
- 1 – 3 years’ experience in customer support, operations, or a coordinator role (ideally in B2B, eCommerce, or SaaS environment)
- Strong English communication skills (written and verbal)
- Comfortable using Excel/Google Sheets for data manipulation and reporting
- Experience with customer support tools, ticketing systems, and/or eCommerce platforms a plus
- A knack for process, detail, and follow-through
- Ability to manage multiple priorities and meet deadlines in a fast-moving environment
- Self-starter with a team-first mindset