[Hiring] Technical Support for a Cloud-based Multichannel e-Commerce platform @ltvplus

Role Description

As a Tier 1 Support Guide in the Customer Care department, you serve as the first line of support for our client's merchants, focusing on resolving issues quickly and delivering an exceptional customer experience to help them grow their businesses.

• Provide support to merchants via Intercom (async chat, in-app messaging, and email), maintaining a response time of under 5 minutes and a CSAT score of 95% or above.
• Troubleshoot core product issues including inventory sync discrepancies, listing publishing errors, channel connection/authentication problems, order management, and shipping label generation via the ShipEngine integration.
• Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by understanding unique channel requirements, listing templates, and item-specific fields.
• Assist with shopping cart connections (Shopify, WooCommerce, BigCommerce), troubleshooting API connectivity, product import, and sync issues.
• Guide merchants through billing and subscription inquiries using Recurly, including plan upgrades, downgrades, trial-to-paid conversions, invoice issues, and cancellation flows.
• Support onboarding-phase merchants during their 30-day free trial with initial channel setup, product catalog creation, SKU management, listing template configuration, and first inventory syncs.
• Leverage internal tools (Sellbrite Admin tool, Intercom workflows/Resolution Bot, Recurly, Jira Service Management, and the 245+ article knowledge base) to diagnose and resolve merchant issues efficiently.
• Escalate complex issues involving API-level failures, data integrity concerns, or platform bugs to Tier 2/TAM team members or engineering via Jira and the #sellbrite-customer-issues Slack channel.
• Contribute to knowledge base maintenance by identifying documentation gaps and flagging recurring issues in monthly QA summaries.

Qualifications

• 1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.
• Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.
• Strong written communication skills, as the role is primarily asynchronous chat and email-based.
• Ability to troubleshoot technical issues methodically, such as API connections, data syncs, and browser-based applications.
• Comfort working with multiple tools simultaneously, including Intercom, billing platforms, admin dashboards, and Jira.
• Customer-first mindset with a dedicated focus on first-contact resolution.

Requirements

• Experience with multi-channel eCommerce platforms such as Sellbrite, ChannelAdvisor, Listing Mirror, Zentail, or similar systems.
• Understanding of SKU management, inventory sync logic, FBA (Fulfillment by Amazon), and 3PL integrations like ShipStation or Deliverr/Flexport.
• Familiarity with subscription billing systems like Recurly or Stripe.
• Experience using Intercom or similar CRM/messaging platforms for customer support.
• Basic understanding of APIs, webhooks, and how cloud-based integrations work.

Working Conditions

• Schedule: Monday to Friday, with shifts scheduled between 5:00 AM – 5:00 PM PT.
• Weekend Requirements: Participation in a weekend on-call rotation.
• Environment: Part of a tight-knit, collaborative team environment within GoDaddy's broader Commerce organization that operates under the philosophy of "Teamwork, not Meanwork."

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with Marketplace platforms such as Amazon, eBay, Etsy, Walmart, and Google Shopping Actions, et al.
• A quiet, cozy workspace to handle calls and chats like a pro.

PLEASE FILL OUT THIS FORM: Skills Assessment Form

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect (only shortlisted candidates will be contacted)

Rate: 900 USD