Marketplace Support Specialist

About Feedonomics - A Remote-First Company

Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!

As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.

What makes us different from other SaaS companies in the space?

We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Global Operations team at Feedonomics

The Global Operations team at Feedonomics is an incredible group of Feedos who work to ensure our clients have THE best possible experience at Feedonomics. The support side of the team handles both inbound reactive customer support and outbound proactive client success with a focus on quality. Our Global Operations for Marketplaces team is an outstanding team supporting clients listing their products on top shopping destinations like Amazon, eBay, Walmart and Target Plus! Just listing on these shopping destinations doesn’t translate to immediate success and it is our Marketplace Operations team who is there to support each client along their marketplaces journey. Our stellar global operations team and support specialists are available 24/7, enabling Feedonomics to create a full-service feed management experience for advertisers.

The Role

The Marketplace Support Specialist will be responsible for troubleshooting and resolving existing client issues. You will be responsible for adding/excluding products, re-categorizations, order automation, import/export issues, creating dynamic solutions when appropriate, all while adhering to Feedonomics and industry best practices. You will need to identify what an issue is and create a dynamic solution that should resolve the problem in a scalable way.

The Responsibilities

• Manage client expectations, ensuring clients remain informed about the status of their request and are responded to in a timely manner (20%)
• Identify and implement a dynamic solution when possible by providing technical troubleshooting assistance to our clients and internal teams (40%)
• Review imports/exports and order automation logs to resolve outstanding errors (25%)
• Document work and update support tickets appropriately (10%)
• Collaborate with the Onboarding team and FeedBuild team to ensure we are aligned with client expectations (10%)
• Prioritize tasks, including incoming tickets from our system queue, emails, and other project responsibilities
• Meet deadlines as set by direct managers and team leads
• Use resources appropriately, adhering to policy and best practices
• Update client databases to adhere to new marketplace requirements
  
  

The Requirements

• Excel, HTML, or SQL experience
• 1 years of hands-on experience with US Marketplaces (Amazon, eBay, Target, etc)
• Can-do attitude and team-centric
• Possess a client-centric mindset
• Demonstrable ability to multi-task and adhere to deadlines
• Well-organized
• Excellent written and verbal communication skills
• Bachelor’s Degree preferred or equivalent work experience
  
  

What's in it for you?

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• Monthly half-day Fridays (yes, really!)
• 401K retirement plans
• Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
• Internal Feedonomics skill certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Employee Resource Groups (ERG)
• Referral bonus program
  
  

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Targeted salary range: $19.29 - $32.63 USD per hour

Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.