Support Specialist

Position Summary

The Support Specialist helps buyers, sellers, and marketplace partners successfully navigate the Maxsold platform and auction process.

Depending on business needs, experience, and role fit, the successful candidate may be assigned to either our Buyer Support or Seller Support team. Teams share the same commitment to clear communication, thoughtful problem-solving, strong ownership, and a reliable customer experience.

This role is suited to someone who is comfortable working in a fast-paced support environment but does not approach the work as simply answering tickets. Strong Support Specialists investigate issues, understand the broader context, apply sound judgment, and take responsibility for moving cases toward resolution.

You will communicate with customers through phone, chat, and email, work across multiple internal systems, and collaborate with other teams when an issue requires specialized support.

What You Will Own

Based on team assignment, responsibilities may include a combination of the following:

Buyer Support

• Assist buyers with account access, registration, bidding, payment, invoices, pickup, and general platform questions.
• Investigate card and payment issues and determine the appropriate next steps within established guidelines.
• Support unpaid invoice, underbidder, missed pickup, and account restriction processes.
• Help buyers understand auction terms, pickup expectations, and marketplace policies.
• Coordinate with sellers or internal teams when additional information is required.
• Identify refund, fraud, chargeback, or misrepresentation concerns requiring further review.
• Gather complete and relevant information before escalating complex matters.
• Reduce repeat contacts by addressing the underlying issue rather than only the immediate question.

Seller Support

• Support sellers and marketplace partners throughout the auction lifecycle.
• Assist with account setup, auction creation, scheduling, catalog questions, lot updates, payment setup, and post-auction processes.
• Help sellers understand Maxsold’s platform, policies, marketplace standards, and operating expectations.
• Identify issues that could affect auction readiness, buyer experience, pickup execution, or payment.
• Provide clear and practical guidance that helps sellers move their auctions forward.
• Coordinate with internal teams when technical, financial, operational, or customer-related issues require additional support.
• Gather the information needed for effective escalation and remain engaged until ownership and next steps are clear.
• Identify repeated issues and help sellers avoid the same problems in future auctions.

Issue Resolution and Ownership

• Take responsibility for cases from initial contact through resolution or effective escalation.
• Investigate unfamiliar issues rather than relying entirely on scripts or previous examples.
• Use established policies and procedures while recognizing when additional judgment is required.
• Ask focused questions and gather the information needed to make or support a decision.
• Bring forward possible solutions, recommendations, or clear next steps when requesting assistance.
• Follow through on open issues and commitments.
• Maintain clear, accurate, and complete case documentation.
• Identify recurring customer friction, unclear processes, and opportunities for improvement.
• Escalate operational, financial, customer, or reputational risks appropriately.

Customer Experience

• Communicate clearly and professionally through phone, chat, and email.
• Remain calm and solutions-focused during difficult interactions or periods of high volume.
• Balance empathy with consistent application of marketplace policies.
• Set realistic expectations and explain responsibilities and next steps clearly.
• Adapt communication based on the customer, issue complexity, urgency, and level of risk.
• Build trust through reliable follow-through and accurate information.
• Meet established service and quality expectations.
• Contribute to a collaborative and accountable team environment.

What You Bring

• Experience in customer support, marketplace operations, account support, retail customer service, sales support, or a related field.
• Strong written and verbal communication skills.
• Amazing interpersonal skills and the ability to drive a conversation.
• A demonstrated ability to take ownership of problems and move them toward resolution.
• Sound judgment when applying policies and procedures to real situations.
• The ability to manage competing priorities in a high-volume environment.
• A self-directed working style and willingness to take initiative.
• Curiosity and an interest in understanding why an issue occurred.
• The ability to learn multiple systems, policies, and operational processes.
• Strong documentation, organization, and case management habits.
• The ability to remain professional when customers are frustrated or demanding.
• Comfort asking questions, receiving feedback, and adjusting your approach.
• The confidence to make decisions within your authority and escalate appropriately when needed.
• Reliability and the ability to work within scheduled coverage requirements, including occasional evenings or weekends where applicable.

Preferred Qualifications

• Post-secondary degree required.
• Experience using Zendesk or another ticketing or customer support platform.
• 5+ years of experience in a customer service or customer support role where you were responsible for resolving customer issues, managing follow-up, and working toward service or performance targets
• Familiarity with payment processing, invoices, account verification, logistics, or seller operations.
• Experience supporting either individual consumers or business clients.
• Experience working in an environment where priorities can shift quickly.
• Experience identifying process gaps or suggesting operational improvements.
• A track record of earning increased trust, responsibility, or autonomy.

What Success Looks Like

A successful Support Specialist:

• Takes responsibility for outcomes rather than focusing only on completing tasks.
• Resolves issues thoroughly and avoids unnecessary handoffs.
• Communicates clearly and follows through on commitments.
• Maintains strong response and resolution times without sacrificing quality.
• Applies policies consistently while exercising reasonable judgment.
• Approaches unfamiliar situations with curiosity and resourcefulness.
• Provides complete and decision-ready escalations.
• Documents cases clearly enough that another employee can understand what happened and what remains outstanding.
• Identifies repeated sources of customer friction and raises practical opportunities for improvement with leadership.
• Builds broader knowledge of the marketplace over time.
• Earns greater trust and autonomy through reliability, judgment, and consistent execution.
• Contributes positively to team performance, knowledge sharing, and the customer experience.

Why This Role Matters

Support sits at the centre of the marketplace experience for both buyers and sellers. The work performed by this team affects customer trust, seller confidence, auction execution, payment completion, and the efficiency of the broader organization.

This role offers the opportunity to build meaningful knowledge of marketplace operations, develop strong problem-solving and communication skills, and an environment where your ideas can be heard, evaluated, and implemented when it comes to improvement.

It is well suited to someone who wants more than a scripted customer service role and is motivated by solving problems, taking ownership, and becoming a trusted operational resource.