[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.ResponsibilitiesOwn and resolve customer support requests related to reporting, data accuracy, platform functionality, and retail media analyticsServe as a trusted point of contact for customers, ensuring timely communication and issue resolutionMaintain a customer-first mindset while delivering a seamless support experienceInvestigate and diagnose data, reporting, and platform-related issues by replicating customer scenarios and identifying root causesCollaborate closely with Product and Engineering teams to resolve complex issues efficientlyEscalate and track critical issues while ensuring customers remain informed throughout the processManage customer interactions and support workflows within HubSpot and other internal systemsMaintain accurate records, follow-up activities, and documentation to ensure high-quality customer supportMonitor issue trends and identify opportunities for process improvementsWork cross-functionally with Customer Success, Sales, Product, and Engineering teams to ensure customer needs are addressed effectivelySupport internal initiatives that improve customer experience, operational efficiency, and product adoptionProvide customer feedback and insights to help shape future product enhancementsMaintain a strong understanding of Amazon Advertising, Walmart Connect, and the broader retail media landscapeStay informed on marketplace updates, API changes, advertising innovations, and industry developmentsHelp customers understand new platform capabilities and best practicesSkills2+ years of experience working with Amazon Advertising, Walmart Connect, or related retail media platforms2+ years of experience in customer support, customer success, account management, or client-facing rolesStrong communication and relationship-building skills with a customer-centric approachAnalytical mindset with the ability to investigate issues, identify root causes, and recommend solutionsAbility to manage multiple priorities and customer requests simultaneouslyComfort working through ambiguity, technical issues, and escalations in a fast-paced environmentStrong organizational skills and attention to detailBachelor's degreeAmazon Advertising Certifications (Sponsored Products, Sponsored Brands, Sponsored Display, or DSP)Experience with Walmart Connect, Instacart, or other retail media networksFamiliarity with Amazon Marketing Cloud (AMC), automation platforms, or retail media analytics toolsWorking knowledge of Amazon PPC strategy, campaign optimization, and ACOS managementExperience supporting data, analytics, or reporting platformsBenefitsThe 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 OverviewCommerce Observability Platform for Retail Media It was founded in 2016, and is headquartered in San Diego, California, USA, with a workforce of 51-200 employees. Its website is https://www.intentwise.com.