Customer Success & Support Specialist

We are looking for a Customer Success & Support Specialist who's ready to own the client experience from day one. This role is fully remote and open to candidates across the US, Canada, Mexico, Puerto Rico, and South America - with availability to work during Pacific Time hours.

What You'll Do

Deliver Exceptional Customer Support

• 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.

Troubleshoot & Resolve Technical Issues

• 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.

Drive Operational Excellence

• 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.

Partner Across Teams

• 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.

Stay Current on Retail Media Trends

• 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.

What We're Looking For

• 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.

Preferred Qualifications

• 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.

Why Join Intentwise?

At Intentwise, we're building the future of commerce intelligence, observability, and AI-driven retail media operations. You'll work alongside a passionate team that is helping some of the world's leading brands and agencies make smarter decisions using data and AI.

What You'll Get

• 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.

Join us in shaping the next generation of retail media intelligence and commerce technology.