Staples is business to business. You’re what binds us together.

Join HiTouch as a Senior Product Support Specialist and help strengthen the product experience across leading e-commerce marketplaces. In this role, you will combine product support, content operations, and problem-solving to improve listing quality, resolve issues, and support customer satisfaction. Your work will directly influence product visibility, page views, user sessions, and sales.

What you will be doing:

• Implement and support product-related activities with a focus on customer needs, product performance, and reliable service.

• Analyze and troubleshoot product and listing issues, document resolutions, and escalate high-impact or non-routine matters when needed.

• Create and manage product listings across third-party marketplaces, including Amazon, eBay, Newegg, Walmart, Target, and others.

• Own product quality scores across third-party marketplaces and respond to changing e-content requirements that affect search placement and performance.

• Create search-friendly product titles, descriptions, and content that improve accuracy, consistency, and discoverability.

• Validate titles, units of measure, short and full descriptions, and other e-content fields to ensure marketplace content aligns with the selling unit of measure.

• Interpret marketplace content requirements, map them to standard CHUB fields, and determine when custom fields are needed.

• Collaborate across teams to enhance product features, address customer feedback, and improve support processes and tools.

• Provide administrative support to order processing and customer support teams while helping reduce service downtime and improve product reliability.

What You Bring to the Table:

• A practical, solutions-oriented approach to product and listing challenges.

• Clear communication and strong interpersonal skills for working with teammates, peers, customers, and vendors.

• The ability to work independently while contributing effectively as part of a collaborative team

• Adaptability and an eagerness to learn new products, technologies, marketplaces, and processes.

• Strong organization and the ability to prioritize multiple responsibilities in a fast-paced environment.

• A professional, flexible, and customer-focused approach to day-to-day work.

• A commitment to continuous improvement in product support, content quality, and customer service.

What’s needed: Basic Qualifications:

• Bachelor’s degree in a relevant field, or an equivalent combination of training and experience.

• 3+ years of related experience in product support or a similar role within a direct-to-consumer or wholesale business, including e-commerce operations and third-party marketplace product listings.

• Experience creating, managing, and maintaining product content for marketplaces such as Amazon, eBay, Newegg, Walmart, or Target, including use of Microsoft Excel to organize, analyze, or maintain product or e-content data.

• Experience troubleshooting basic to moderately complex product, content, customer service, or technical issues, including interpreting third-party marketplace content requirements and following documented procedures, policies, and escalation paths.

Preferred Qualifications:

• Experience supporting specific product categories or related technologies.

• Experience incorporating customer feedback into product support or service strategies.

• Advanced training or certification in product support, e-commerce, or a related field.

We Offer:

• Inclusive culture with associate-led Business Resource Group

• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)

• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!