Product Support Specialist I

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the e-commerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries.
We’re looking for a customer-first, technically curious individual to join our growing Customer Success team as Product Support Specialist I. In this role, you’ll be on the front line helping customers successfully use the RevolutionParts platform by troubleshooting issues, guiding users through workflows, and translating technical concepts into clear, actionable guidance.
You’ll support customers across our entire client base and play a critical role in protecting and strengthening customer relationships during key moments. You’ll also serve as a voice of the customer internally, sharing insights and patterns that help improve our product, documentation, and overall customer experience.
This role is an excellent foundation for future growth into Tier 2 Technical Support, Implementation, or Customer Success.
Working Hours:This role operates across several shifts, so flexibility between 7:00 AM–8:00 PM EST is required. You’ll work a standard 8-hour shift, 40 hours per week.
AI Fluency & Modern Tooling:At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work.This includes:

• Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving
• Exercising strong judgment around data privacy, accuracy, and ethical use
• Continuously learning and adapting as AI capabilities evolve

Proven examples of using AI to improve outcomes in prior roles is expected.

Responsibilities:

• Provide Tier 1 technical support via phone and email, resolving issues accurately and efficiently
• Troubleshoot common ecommerce and integration issues related to:

Shopping carts and checkout Marketplaces and product feeds Shipping, taxes, and payment settings Platform configurations and data mappings

• Ask thoughtful, structured questions to diagnose issues and identify the root cause
• Clearly document case details, steps taken, and resolutions in the ticketing system
• Educate customers during interactions and contribute to the knowledge base content
• Collaborate with internal teams and escalate issues with strong context when needed
• Identify trends and share customer feedback to drive continuous improvement

Requirements:

• Passion for delivering excellent customer experiences
• Experience supporting customers via phone and/or email
• Prior experience in a technical or SaaS support environment preferred
• Foundational understanding of ecommerce concepts (products, orders, checkout, payments, integrations)
• Comfort learning new tools and technology quickly
• Strong written and verbal communication skills
• Experience with ticketing systems, CRM tools, and productivity software (Salesforce a plus)

Nice to Have:

• Basic knowledge of HTML, CSS, or JavaScript
• Familiarity with APIs, webhooks, or integration troubleshooting
• Experience with ecommerce platforms (Shopify, Magento, BigCommerce, WooCommerce, etc.)
• Experience with Google Analytics, SEO, or marketplaces (Amazon/eBay)

What Success Looks Like in 90 Days:

• Independently handle Tier 1 support cases across core product areas with minimal guidance
• Consistently meet quality and productivity expectations for case handling, documentation, and customer communication
• Demonstrate a strong understanding of the RevolutionParts platform, key ecommerce workflows, and common integration patterns
• Ask effective diagnostic questions and follow structured troubleshooting steps to identify root cause