Technical Support for a Cloud-based Multichannel e-Commerce platform

Our client is GoDaddy’s multichannel listing and inventory management platform. It enables eCommerce sellers to list and sell products across major platforms like Amazon, eBay, Etsy, Walmart, and Google, while managing their inventory, orders, and shipping from a single centralized dashboard. 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., * Frontline Support Provide support to merchants via Intercom (async chat, inapp messaging, and email), maintaining a response time of under 5 minutes and a CSAT score of 95% or above.

• Core Troubleshooting 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.
• Integration Support Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by understanding unique channel requirements, listing templates, and itemspecific fields.
• Shopping Cart Connections Assist with shopping cart connections (Shopify, WooCommerce, BigCommerce), troubleshooting API connectivity, product import, and sync issues.
• Billing & Subscription Management Guide merchants through billing and subscription inquiries using Recurly, including plan upgrades, downgrades, trialtopaid conversions, invoice issues, and cancellation flows.
• Onboarding Support Support onboardingphase merchants during their 30day free trial with initial channel setup, product catalog creation, SKU management, listing template configuration, and first inventory syncs.
• Internal Tool Optimization 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.
• Technical Escalation Escalate complex issues involving APIlevel failures, data integrity concerns, or platform bugs to Tier 2/TAM team members or engineering via Jira and the #sellbritecustomerissues Slack channel.
• Documentation Contribution Contribute to knowledge base maintenance by identifying documentation gaps and flagging recurring issues in monthly QA summaries.

Do you have experience in Reporting and dashboarding tools?, * Experience 1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.

• Industry Knowledge Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.
• Communication Skills Strong written communication skills, as the role is primarily asynchronous chat and emailbased.
• Technical Skills Ability to troubleshoot technical issues methodically, such as API connections, data syncs, and browserbased applications.
• Multitasking Comfort working with multiple tools simultaneously, including Intercom, billing platforms, admin dashboards, and Jira.
• Mindset Customerfirst mindset with a dedicated focus on firstcontact resolution., * Experience with multichannel 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 cloudbased integrations work., 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.

• Schedule Monday to Friday, with shifts scheduled between 500 AM - 500 PM PT.
• Weekend Requirements Participation in a weekend oncall rotation.
• Environment Part of a tightknit, collaborative team environment within GoDaddy’s broader Commerce organization that operates under the philosophy of “Teamwork, not Meanwork”.

At LTVplus, we’re all about delivering WOWworthy customer experiences for brands worldwide. We’re a remotefirst company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.