Role Summary: As we scale rapidly, we’re looking for a process-driven, detail-oriented Marketplace Business Support Coordinator to join our growing support team in Manila. This role will work closely with our Customer Success Manager based in Australia to support both new customer onboarding and ongoing account operations.
The role will focus on repeatable, scalable tasks—freeing up the CSM to deepen strategic relationships—while ensuring our customers have a smooth, supported experience across all touch points.
What You’ll Do
- Customer Onboarding Support:
- Assist in onboarding new Marketplace customers by building product catalogs, setting up templates, and preparing account materials.
- Customer Service & Level 1–2 Support:
- Respond to customer queries via email, chat, or other channels—resolving common issues, product questions, order updates, or catalog adjustments using internal systems.
- Product & Solution Assistance:
- Support customers with product discovery, sourcing, and catalog improvements—partnering with the CSM and GTM team to deliver great outcomes.
- Catalog Development:
- Build and manage product catalogs using spreadsheets, bulk upload tools, and internal systems. Ensure accuracy and up-to-date content.
- Operational Support:
- Assist in preparing commercial proposals, quoting, and processing product updates. Maintain documentation and templates to enable fast reuse.
- Internal Coordination:
- Collaborate with the GTM, Procurement, and Product teams to troubleshoot customer issues, improve our offering, and streamline operations.
- Process Improvement:
- Identify opportunities to simplify or automate tasks as we scale; create and maintain SOPs where needed.
What We're Looking For
- 1 – 3 years’ experience in customer support, operations, or a coordinator role (ideally in B2B, eCommerce, or SaaS environment)
- Strong English communication skills (written and verbal)
- Comfortable using Excel/Google Sheets for data manipulation and reporting
- Experience with customer support tools, ticketing systems, and/or eCommerce platforms a plus
- A knack for process, detail, and follow-through
- Ability to manage multiple priorities and meet deadlines in a fast-moving environment
- Self-starter with a team-first mindset
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