Customer Support Specialist

About Listed Factory

Listed Factory is a leading B2B & D2C marketplace, connecting manufacturers, suppliers, and buyers globally. Our platform ensures secure, seamless transactions and supplier management. To enhance supplier experience, we are looking for a Customer Support Specialist to handle supplier queries, issue resolution, and platform assistance.

Job Role & Responsibilities

As a Customer Support Specialist, you will be the first point of contact for suppliers, ensuring their concerns are addressed professionally and efficiently. Your goal is to provide exceptional support, resolve queries, and enhance supplier satisfaction.

Key Responsibilities:

• Manage Supplier Queries – Address concerns related to account setup, document verification, product listing, payments, and platform navigation
• Resolve Issues Promptly – Investigate and resolve technical, payment, and compliance-related supplier issues
• Assist with Onboarding – Guide new suppliers through the registration, document verification, and listing process
• Respond via Multiple Channels – Handle queries via email, live chat, and phone support
• Track & Escalate Issues – Maintain records of queries and escalate complex issues to relevant teams (Technical, Compliance, or Operations)
• Provide Product & Service Guidance – Educate suppliers on membership plans, RFQs, product inquiries, and advertising options
• Ensure Compliance & Quality – Monitor supplier adherence to platform policies and guidelines
• Update FAQs & Help Documents – Contribute to the Help Center & Knowledge Base by updating common supplier queries
• Collaborate with Internal Teams – Work closely with Compliance, Technical Support, and Sales to resolve supplier concerns

Required Skills & Qualifications

• 1-3 years of experience in customer support, supplier relations, or B2B platform management
• Excellent communication skills (written & verbal) – Ability to handle professional correspondence with suppliers
• Problem-Solving Mindset – Ability to resolve queries efficiently and professionally
• Familiarity with CRM & Support Tools – Experience using Zendesk, Freshdesk, or similar ticketing systems is a plus
• Understanding of B2B Platforms & E-Commerce – Experience in marketplaces, manufacturing, or supplier networks is preferred
• Multi-Tasking & Time Management Skills – Ability to handle multiple queries efficiently
• Basic Knowledge of KYC & Compliance – Understanding of supplier verification processes is an advantage

Benefits & Perks

• Competitive Salary 💰 – Based on experience
• Flexible Work Schedule 🏠 – Remote or hybrid work options available
• Professional Development & Training 📚 – Opportunities for growth
• Career Progression 🚀 – Be part of a fast-growing global marketplace
• Dynamic & Collaborative Team 🌍 – Work with an international supplier network