Customer Support Representative

Meet GTV

Grocery TV is the leading in-store retail media platform. Over 120 retailers partner with Grocery TV to modernize their stores and drive incremental revenue, while upholding a high-quality shopper experience. Grocery TV handles the complexities of operating an in-store media network so retailers can focus on what they do best—serving their customers. Reaching 1 in 4 Americans across nearly 6,000 stores, Grocery TV connects brands with real shoppers where nearly 90% of purchases take place. For more information, visit www.grocerytv.com.

Here are the problems you’ll be solving

As a key member of our Operations team, you’ll be on the front lines of keeping our support engine running smoothly. Your work will support internal teams (Sales, Field Operations, Supply Chain) and external partners (Retailers, Freight Providers, and Installation Vendors). You’ll manage inbound help desk tickets, process field escalations, support inventory and logistics workflows, and ensure all operational data and systems stay up to date and accurate. Your work will have a direct impact on our ability to maintain and scale a healthy display network across the country.

Responsibilities

• Manage and resolve help desk tickets in Hubspot related to field service, equipment issues, and retailer inquiries
• Process and track field escalations for equipment replacements, including coordination with logistics and inventory teams
• Enter and update key operational data, including shipping info, tracking details, and equipment logs
• Monitor freight shipments, resolve delivery delays or issues, and keep stakeholders informed
• Maintain up-to-date inventory records for media players, screens, and other display components
• Assist in the generation, processing, and tracking of Purchase Orders (POs)
• Communicate with field teams to verify successful deliveries and returns
• Collaborate with Supply Chain, Engineering, and Retail teams to support smooth end-to-end operations
• Continuously document, refine, and improve internal support processes

Growth opportunities

This role provides strong exposure to multiple functions within Grocery TV and is a great entry point into operations, logistics, or project coordination. As you gain familiarity with our systems and processes, you’ll have opportunities to take on more ownership, improve efficiency, and drive new initiatives forward.

Qualifications

• Experience in a customer support or operations coordination roles
• Strong organizational skills and a sharp attention to detail
• Familiarity with ticketing systems, spreadsheets, and logistics platforms
• Ability to clearly communicate and problem-solve with internal teams and external partners
• A team player who enjoys helping others and finding creative solutions
• Comfortable working in a fast-paced environment where priorities shift quickly
• Bonus points if you’ve worked in CPG, retail tech, or with field service teams
• Bilingual in Spanish is a plus

Compensation

As a part of our commitment to transparency, we use a market-based formula that provides consistency across roles & experience levels and publish all of our compensation data internally for our team. We’re open to a range of experience levels for this position. Here are the annual salaries for each level:

• IC 1: $54,000
• IC 2: $73,000

In our initial conversation, we’ll discuss what level best aligns with your experience.

Interview Flow

1. Apply

Apply and look for a response from our team about the next steps.

2. Intro interview with people team

Our recruiter will give you a call to learn more about you and answer any questions you might have about our team or the role.

3. Technical Interview with hiring manager

This will be a high-level conversation with your future manager. You’ll meet with them to dive into the details of the position and your experience.

4. Technical interview with the hiring team

We’ll dive deeper into your technical abilities by meeting with your future teammates and completing a collaborative technical assessment.

5. Values interview with collaborative teams

Chat with two people who work collaboratively with your role to give us a clear idea of how you’ll work with others.

6. Leadership interview

Last but not least, you’ll meet with one of our co-founders to make sure your values and career goals align well with our te