Merchant Support Specialist

ABOUT US

Stock2Cash is an Australian, technology-driven eCommerce business helping retailers, brands, wholesalers, and other businesses unlock value from inventory by connecting products with online customers.

As we continue to grow, we are building a stronger eCommerce Operations team to support the increasing number of merchants joining the Stock2Cash platform.

We are looking for a Merchant Support Specialist who can provide professional, responsive, and reliable support to our merchants while helping ensure their questions, concerns, and operational issues are handled appropriately.

ABOUT THE ROLE

The Merchant Support Specialist will be responsible for helping merchants with their day-to-day questions, requests, and concerns.

You will be one of the important points of contact between our merchants and the Stock2Cash team.

The role requires someone who can understand what a merchant is asking, investigate the situation, determine what needs to happen, resolve issues where appropriate, and involve the right people when additional expertise or action is required.

You will frequently deal with situations where the information provided by a merchant may be incomplete, unclear, or require investigation.

We are therefore looking for someone who does not simply forward messages, but can:
Understand → Investigate → Resolve → Coordinate → Follow Through → Confirm

We will provide the objectives, resources, and support required to perform the role.

You will be expected to use your own judgment and experience to determine how to handle each situation appropriately.

WHAT YOU WILL DO

Your responsibilities will include:

- Respond to merchant questions, requests, and concerns professionally and promptly.
- Understand and clarify the merchant's needs before taking action.
- Investigate merchant issues using available information and resources.
- Provide accurate information and assistance to merchants.
- Resolve routine issues within your level of responsibility.
- Identify issues that require assistance or action from another team.
- Coordinate with relevant internal teams to help resolve merchant concerns.
- Follow up on outstanding issues and requests.
- Keep merchants appropriately informed when an issue cannot be resolved immediately.
- Monitor open matters until they reach an appropriate resolution.
- Confirm that the requested issue or concern has been properly addressed.
- Maintain accurate records of merchant interactions and relevant actions.
- Identify recurring problems or patterns that may require broader attention.
- Recognize when a merchant concern may represent a performance, retention, or growth opportunity.
- Communicate relevant concerns to the appropriate internal team.
- Help maintain a professional and positive merchant experience.
- Take ownership of assigned merchant requests from initial contact through resolution or appropriate escalation.
- Manage multiple requests and priorities while maintaining accuracy and responsiveness.
- Contribute ideas that may improve merchant support and the overall merchant experience.

WHAT WE ARE LOOKING FOR

We are looking for someone who can demonstrate real experience, not simply claim that they are helpful, responsive, proactive, or customer-focused.

You should be someone who:

- Do not immediately assume you understand the problem.
- Do not automatically pass every question or problem to another person.
- Can explain information and next steps in a way that merchants can easily understand.
- Do not assume that your responsibility ends simply because you forwarded the issue to another person.
- Are comfortable dealing with frustrated customers, urgent requests, competing priorities, or situations where the answer is not immediately available.
- Should know when an issue requires someone with different authority, expertise, or responsibility.
- Understands that sending a message is not the same as resolving an issue.

MINIMUM REQUIREMENTS

- 2+ years of relevant professional experience in customer support, customer service, merchant support, account management, customer success, eCommerce operations, or a related field.
- Experience working directly with customers, clients, merchants, suppliers, or business partners.
- Strong written and verbal English communication.
- Strong customer-service and relationship-management skills.
- Strong organizational skills.
- Strong problem-solving ability.
- Strong attention to detail.
- Strong follow-up skills.
- Ability to investigate and understand problems before responding.
- Ability to manage multiple requests and priorities.
- Ability to work independently.
- Comfortable using spreadsheets, online systems, and business software.
- Demonstrated ability to take ownership of assigned responsibilities.

EXPERIENCE THAT WOULD BE AN ADVANTAGE

The following experience would be advantageous:

- eCommerce customer support;
- Merchant support;
- Customer success;
- Account management;
- eCommerce operations;
- Marketplace operations;
- Order and fulfillment support;
- Inventory-related support;
- Product or listing support;
- CRM systems;
- Ticketing or support systems;
- Project or task management systems;
- Working with Australian businesses or customers.

These are advantages, not substitutes for strong communication, judgment, problem-solving, and ownership.

What matters to us is whether you have the experience and ability to understand a merchant's concern, investigate the situation, determine an appropriate response, communicate clearly, and take ownership of the matter through resolution or appropriate escalation. This distinction is intentional and follows our recruitment philosophy.

HOW TO APPLY?

To apply, please provide the following:
1. Your resume — this must be provided as a public, downloadable link.
2. A snapshot of your qualification and relevant experience

Answer the following questions:

1. Tell us about a time when you dealt with a difficult or frustrated customer, client, merchant, or business partner. What was the situation, how did you handle it, and what was the outcome?
2. Tell us about a time when you received a request or problem that you could not immediately answer or resolve. How did you approach the situation, what did you do, and how did you make sure it was properly handled?
3. Tell us about a time when you had to d ---------- whether to solve a problem yourself or involve another person or department. How did you make that decision, and what was the result?
4. Tell us about a time when you had to follow up repeatedly on an issue because another person or department had not yet completed what was required. How did you handle the situation, and what was the final outcome?

NOTE: Please answer based on your actual experience. We are interested in what you have actually done, not what you think we want to hear. There is no requirement to use specific terminology or provide the "perfect" answer. At the end of your application, please include the exact phrase: "Push Boundaries" This confirms that you have read the full job post and application requirements. Applications that do not follow the application instructions may not be considered.

OUR RECRUITMENT PROCESS

Our recruitment process consists of four stages. If you are successful in this first stage, you will be invited to complete a written assessment. If you are not successful, you will receive a decline notification.

Each stage is designed to help us better understand your experience, approach, and suitability for the role as we progress through the process.

READY TO APPLY?

If you believe your experience and approach are a strong match for the role, we would like to hear from you. Please submit your application with the information requested above.