[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