****THIS IS AN IN-OFFICE POSITION IN WEST PALM BEACH, FL****

Max Retail is a technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. Our mission is to become the largest supply chain that holds no inventory, providing a seamless connection between supply and global demand. We empower our partners with the tools they need to thrive in an increasingly competitive market.

What You’ll Do

This is a hands-on, technical support role and a strong entry point into retail tech. You'll help sellers get their inventory listed, synced, and sold, and you'll spend a meaningful part of your week in spreadsheets: comparing seller data against our database, spotting discrepancies, and preparing the data files that fix them. You do need to be the kind of person who, when a number looks wrong, you want to know why.

Key Responsibilities

Seller Support and Troubleshooting

• Help sellers use the platform day to day: listing products, approving orders, resolving account questions

• Own a queue of seller tickets in HubSpot, working through common issues independently once trained

• Work through listing problems such as missing data, template errors, duplicates, and sync delays, with support from senior teammates on the harder cases

• Learn the basics of our POS and eComm integrations (Shopify, Square, Lightspeed, RICS, etc.) and how connection errors, sync delays, and SKU conflicts show up

• Recognize when an issue is beyond your current scope and hand it to a senior teammate with clear notes on what you've already checked

Data Work in Spreadsheets

• Compare inventory and pricing data across systems to isolate where a discrepancy started

• Use formulas such as XLOOKUP, COUNTIFS, and SUMIFS to narrow down problems. 

• Help build structured CSV files for bulk corrections

• This is a daily, core part of the job, not a nice-to-have

Learning the Platform

• Build strong working knowledge of seller tools, features, policies, and how our systems fit together

• Stay current on platform updates, new seller features, and known issues

• Draft and update help documentation for the scenarios you resolve most often, for both sellers and internal teams

• Flag recurring seller pain points to your manager so they reach the product team

Proactive Seller Outreach

• Reach out to sellers hitting listing errors or order processing problems before they contact us

• Walk sellers through new platform features and integration setup

• Notice patterns in seller mistakes and share preventive guidance

Quality and Metrics

• Meet response time and resolution time targets

• Accurately categorize and track support tickets

• Keep your documentation current

Your First 90 Days

Days 1-30: Learn the platform, our internal admin tools, and the database. Shadow senior support on live cases. Start handling straightforward seller questions with review.

Days 31-60: Own a ticket queue independently for common issues. Begin diagnosing data problems in spreadsheets with guidance. Publish your first help doc.

Days 61-90: Resolve most routine listing, sync, and pricing issues on your own. Write clean handoffs when escalating. Start supporting sellers through integration setup.

By month 4: Independently diagnose and resolve most seller data issues using spreadsheets and internal tools. Contribute at least one process or documentation improvement based on what you've seen in the queue. Train sellers on the platform at scale.

Tools you’ll use

• Google Sheets & Excel

• HubSpot (tickets/inbox), Aircall (voice), Google Suite (meetings, case tracking, exports, SOPs).

• Backend database (users, contacts, retailer accounts, inventory listings, etc.)

• Internal admin tools (MR Admin) and basic log/screenshots capture.

Nice to Have (Not Required)

• Experience with HubSpot or a similar CRM or ticketing system

• Familiarity with Shopify, Square, or Lightspeed

• Exposure to SQL, BI tools, or reading basic error logs

• Retail or boutique experience of any kind, including working in a store

Who You Are

• Naturally curious about data. When something looks off, your instinct is to compare sources and follow the trail rather than accept it

• Comfortable in Google Sheets or Excel. You can write basic formulas, filter and sort, and work across multiple tabs. You're ready to get much better at this

• 0-2 years of experience. Customer support, retail, e-commerce, or operations experience is a plus. Recent grads and career changers are welcome

• Clear written and verbal communication. You can explain a technical problem to a boutique owner without jargon, and to an engineer without hand-waving

• High ownership. You follow up, close loops, and write things down

• Calm under pressure. Sellers reach out when they're frustrated. You stay structured

• Startup mindset. Bias to action, comfort with changing priorities, strong documentation habits

• Standard business hours (M-F 10am-6pm) with occasional early or late coverage during peak periods