Product Support Specialist

Job Description

Job Title : eCommerce Product Support Specialist

Job Summary : The Support Specialist ensures smooth collaboration between internal teams and vendors by managing escalations, maintaining operational readiness, and driving process clarity for Customer Service operations. This role focuses on troubleshooting, issue management, and administrative consistency to support service delivery across regions.

People Manager : No

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%)

Reporting (approx. 20%)

Administration (approx. 20%)

Skills & Experience