[Remote] Customer Success & Support Specialist
Note: The job is a remote job and is open to candidates in USA. Intentwise is building the future of commerce intelligence and AI-driven retail media operations. They are seeking a Customer Success & Support Specialist to own the client experience, deliver exceptional customer support, troubleshoot technical issues, and drive operational excellence.
Responsibilities
- Own and resolve customer support requests related to reporting, data accuracy, platform functionality, and retail media analytics
- Serve as a trusted point of contact for customers, ensuring timely communication and issue resolution
- Maintain a customer-first mindset while delivering a seamless support experience
- Investigate and diagnose data, reporting, and platform-related issues by replicating customer scenarios and identifying root causes
- Collaborate closely with Product and Engineering teams to resolve complex issues efficiently
- Escalate and track critical issues while ensuring customers remain informed throughout the process
- Manage customer interactions and support workflows within HubSpot and other internal systems
- Maintain accurate records, follow-up activities, and documentation to ensure high-quality customer support
- Monitor issue trends and identify opportunities for process improvements
- Work cross-functionally with Customer Success, Sales, Product, and Engineering teams to ensure customer needs are addressed effectively
- Support internal initiatives that improve customer experience, operational efficiency, and product adoption
- Provide customer feedback and insights to help shape future product enhancements
- Maintain a strong understanding of Amazon Advertising, Walmart Connect, and the broader retail media landscape
- Stay informed on marketplace updates, API changes, advertising innovations, and industry developments
- Help customers understand new platform capabilities and best practices
Skills
- 2+ years of experience working with Amazon Advertising, Walmart Connect, or related retail media platforms
- 2+ years of experience in customer support, customer success, account management, or client-facing roles
- Strong communication and relationship-building skills with a customer-centric approach
- Analytical mindset with the ability to investigate issues, identify root causes, and recommend solutions
- Ability to manage multiple priorities and customer requests simultaneously
- Comfort working through ambiguity, technical issues, and escalations in a fast-paced environment
- Strong organizational skills and attention to detail
- Bachelor's degree
- Amazon Advertising Certifications (Sponsored Products, Sponsored Brands, Sponsored Display, or DSP)
- Experience with Walmart Connect, Instacart, or other retail media networks
- Familiarity with Amazon Marketing Cloud (AMC), automation platforms, or retail media analytics tools
- Working knowledge of Amazon PPC strategy, campaign optimization, and ACOS management
- Experience supporting data, analytics, or reporting platforms
Benefits
- The opportunity to work with cutting-edge commerce data, analytics, and AI technologies.
- Exposure to leading brands, agencies, and retail media programs.
- A collaborative, innovative, and learning-focused culture.
- The ability to influence product strategy and customer success at a rapidly growing company.
- Competitive compensation, benefits, and growth opportunities.
Company Overview