Sr Prod. Support Specialist

Staples•Framingham, MA

13d

About The Position

Staples is business to business. You’re what binds us together. Join HiTouch as a Senior Product Support Specialist and help strengthen the product experience across leading e-commerce marketplaces. In this role, you will combine product support, content operations, and problem-solving to improve listing quality, resolve issues, and support customer satisfaction. Your work will directly influence product visibility, page views, user sessions, and sales.

Requirements

A practical, solutions -oriented approach to product and listing challenges.
Clear communication and strong interpersonal skills for working with teammates, peers, customers, and vendors.
The ability to work independently while contributing effectively as part of a collaborative team .
Adaptability and an eagerness to learn new products, technologies, marketplaces, and processes.
Strong organization and the ability to prioritize multiple responsibilities in a fast-paced environment.
A professional, flexible, and customer-focused approach to day-to-day work.
A commitment to continuous improvement in product support, content quality, and customer service.
Bachelor’s degree in a relevant field, or an equivalent combination of training and experience.
3+ years of related experience in product support or a similar role within a direct-to-consumer or wholesale business, including e-commerce operations and third-party marketplace product listings.
Experience creating, managing, and maintaining product content for marketplaces such as Amazon, eBay, Newegg, Walmart, or Target, including use of Microsoft Excel to organize, analyze, or maintain product or e-content data.
Experience troubleshooting basic to moderately complex product, content, customer service, or technical issues, including interpreting third-party marketplace content requirements and following documented procedures, policies, and escalation paths.

Nice To Haves

Experience supporting specific product categories or related technologies.
Experience incorporating customer feedback into product support or service strategies.
Advanced training or certification in product support, e-commerce, or a related field.

Responsibilities

Implement and support product-related activities with a focus on customer needs, product performance, and reliable service.
Analyze and troubleshoot product and listing issues, document resolutions, and escalate high-impact or non-routine matters when needed.
Create and manage product listings across third-party marketplaces, including Amazon, eBay, Newegg, Walmart, Target, and others.
Own product quality scores across third-party marketplaces and respond to changing e-content requirements that affect search placement and performance.
Create search-friendly product titles, descriptions, and content that improve accuracy, consistency, and discoverability.
Validate titles, units of measure, short and full descriptions, and other e-content fields to ensure marketplace content aligns with the selling unit of measure.
Interpret marketplace content requirements, map them to standard CHUB fields, and determine when custom fields are needed.
Collaborate across teams to enhance product features, address customer feedback, and improve support processes and tools.
Provide administrative support to order processing and customer support teams while helping reduce service downtime and improve product reliability.