Part-Time, Customer Guide for an eCommerce account (Remote) in Katowice

Part-Time, Customer Guide for an eCommerce account (Remote) Customer Service ·

Remote

Is This YOU? Then We Want to Meet You! Are you a tech-savvy problem solver who thrives on helping eCommerce sellers grow and succeed? We are looking for a sharp,empathetic Customer Support Specialist to deliver top-tier async chat and email assistance for a fast-growing multi-channel eCommerce software platform. If you love unraveling technical sync issues and making complex software feel simple for online merchants, this is the role for you!

MRF: 592504 Requirements

1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.

Strong written communication skills with expertise in async chat and email support.

Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.

Ability to troubleshoot technical issues methodically (API connections, data syncs, browser-based applications).

Comfort navigating multiple tools simultaneously (Intercom, billing platforms, admin dashboards, Jira).

Customer-first mindset dedicated to first-contact resolution.

Experience with multi-channel eCommerce management platforms (ChannelAdvisor, ListingMirror, Zentail, or similar) is preferred.

Understanding of SKU management, inventory sync logic, FBA (Fulfillment by Amazon), and 3PL integrations (e.g., ShipStation, Deliverr/Flexport) is a plus.

Familiarity with subscription billing platforms (such as Recurly or Stripe).

Experience using Intercom or comparable CRM/messaging tools.

Basic understanding of APIs, webhooks, and cloud-based integrations.

What you'll do

Deliver high-quality frontline support via async chat, in-app messaging, and email, maintaining rapid response times and high merchant satisfaction.

Troubleshoot core platform challenges, including inventory sync discrepancies, listing publishing errors, marketplace authentication/connection issues, order management, and shipping label generation.

Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by guiding sellers through unique listing templates and channel-specific fields.

Assist merchants with eCommerce cart integrations (Shopify, WooCommerce, BigCommerce), diagnosing API connectivity, product import errors, and sync discrepancies.

Guide sellers through billing and subscription inquiries, including plan adjustments, trial-to-paid conversions, invoices, and retention/cancellation workflows.

Assist onboarding merchants during their trial period with initial channel setup, product catalog builds, SKU mapping, listing templates, and initial inventory syncs.

Utilize internal admin dashboards, ticketing systems, and knowledge base documentation to efficiently resolve seller inquiries.

Escalate high-level bugs, data integrity issues, and API failures to Tier 2 technical teams and engineering.

Help maintain and expand self-serve help documentation by identifying knowledge gaps and summarizing recurring support trends.

Success looks like

Maintaining an average initial response time under 5 minutes on live channels.

Consistently achieving a customer satisfaction (CSAT) score of 95% or higher.

Maintaining high first-contact resolution rates on standard integration, listing, and billing tickets.

Accurately diagnosing and documenting technical escalations for Tier 2 and engineering teams.

Tech Checklist - Gotta Have It! A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and backup for both. A quiet, cozy workspace to handle calls and chats like a pro.

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