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Max Retail is a technology platform connecting independent retailers and brands with global demand by enabling them to sell excess inventory online. As a Seller Support Specialist, you'll be the technical escalation point for complex seller issues, handling Level 2 support cases that require deep platform knowledge.
You'll spend significant time in spreadsheets and data analysis—cross-referencing seller data, identifying discrepancies, and constructing data payloads to resolve issues directly. Key responsibilities include managing escalations from the Level 1 support team, troubleshooting POS/eCommerce integration problems (connection errors, sync delays, data mapping), and determining when issues need escalation to engineering.
Beyond reactive support, you'll proactively train sellers on new features like Shopify integrations, reach out to sellers experiencing issues, and identify patterns in errors to provide preventive guidance. You'll document recurring problems and advocate for product improvements based on seller pain points.
The role is highly technical and hands-on. You'll use Google Sheets and Excel daily with formulas (XLOOKUP, COUNTIFS, SUMIFS), work with JSON/CSV data structures, and maintain expert knowledge of the platform's technical architecture. You'll also use HubSpot for ticket management, Aircall for voice support, and internal admin tools to access backend databases and logs.
Success in the first 3–6 months means achieving proficiency with all internal tools, independently diagnosing and resolving L2 data issues, publishing process documentation that reduces resolution time, providing clear handoffs to engineering with reproducible steps, driving 2–3 shipped process improvements, and training 100+ sellers.
You're a strong analytical troubleshooter who digs into data to find root causes. You're proficient in Excel/Sheets at an intermediate level or above, comfortable with formulas and multi-tab workflows. You have 3–4+ years in customer support, success, or operations at a SaaS, marketplace, or e-commerce company. You communicate clearly, solve problems methodically, and take high ownership of issues until they're fixed and documented. Working knowledge of Shopify, Square, or Lightspeed is expected, along with familiarity with chargebacks, shipping workflows, or listing quality. Light SQL/BI skills and comfort reading error messages or webhook logs are valuable. You work standard M–F business hours (10am–6pm) with occasional early/late or weekend rotation during peak periods.
