Product Support Specialist

Revolution Parts 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.

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.

At Revolution Parts, we expect team members to actively use modern tools—including AI‑powered systems—to improve decision‑making, productivity, and quality of work.

• 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.

• Provide Tier 1 technical support via phone and email, resolving issues accurately and efficiently.
• Troubleshoot common e‑commerce 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 escape issues with strong context when needed.
• Identify trends and share customer feedback to drive continuous improvement.

• 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 e‑commerce 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).

• Basic knowledge of HTML, CSS, or JavaScript.
• Familiarity with APIs, webhooks, or integration troubleshooting.
• Experience with e‑commerce platforms (Shopify, Magento, Big Commerce, Woo Commerce, etc.).
• Experience with Google Analytics, SEO, or marketplaces (Amazon/eBay).

• 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 Revolution Parts platform, key e‑commerce workflows, and common integration patterns.
• Ask effective diagnostic questions and follow structured troubleshooting steps to identify root cause.
• Write clear, complete case notes that enable smooth handoff when escalation is required.
• Deliver positive customer feedback through empathetic, confident, and professional interactions.
• Contribute at least one piece of knowledge base content or documented improvement.
• Actively share patterns, gaps, or recurring issues with the team to help improve product and processes.

Are you not sure you meet 100% of the qualifications? You should still give it a shot! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas women and members of other underrepresented groups typically only apply when they meet every single requirement. At Revolution Parts, we are Revolutionaries. We build tools, products, and our people.

We value diversity in backgrounds and thoughts, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow…