Customer Support Specialist
关于中心软件：中心软件® 是一个全球领先的，为零售商，品牌和制造商提供创新性和人工智能化的产品概念到商业化平台。我们为零售，时尚，奢品，鞋类，户外，家居和消费品品牌提供了最优秀的解决方案来规划，设计，开发，源代，遵守，购买，制造，价格，分配，销售和补充产品。我们的技术使品牌能够简化流程，提高效率并以信心运营在不断变化的市场中。我们的故事是快速增长，大胆的想法和非凡的机会之一。我们来挑战现状，我们正在寻找那些想做同样的事情的人才。无论你在世界何处，这是你的机会成为一些非凡的的一部分。客户支持专家零售规划和定价地点：100%远程在北美 About Centric Software 中心软件® 是全球领先者，为零售商，品牌和各大小的制造商提供创新性和人工智能实现产品概念到商业化平台。我们为零售，时尚，奢品，鞋类，户外，家庭和消费品品牌提供先驱的最佳解决方案来规划，设计，开发，采购，合规，买入，制造，定价，销售和补充产品。我们的技术使品牌能够简化流程，提高效率并以信心运营在不断变化的市场中。我们的故事是快速增长，大胆的想法和非凡的机会之一。我们在这里挑战现状，我们正在寻找想要做同样的事情的人才。无论你在世界中的哪个地方，这是你的机会成为一些特殊的事情的一部分。关于团队 我们的联合零售规划和定价团队汇集了商业顾问，客户成功和支持专家，项目经理，建筑师以及数据科学与工程专家。我们帮助零售商和品牌连接计划和定价决策在产品生命周期中，从季前规划和分类决定到季内需求预测，分配，补充和价格优化。作为一个全球团队，我们将零售专业知识与人工智能技术结合在一起，以帮助客户提高库存性能，收入，利率和运营效率。关于角色 我们正在寻找一个客户支持专家，作为使用我们的 A 的客户的主要联系点。
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About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Customer Support Specialist
Retail Planning and Pricing
Location: 100% Remote across North America
About Centric Software
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
About the Team
Our combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.
About the Role
We are looking for a Customer Support Specialist to be a main point of contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You’ll troubleshoot issues, guide customers through solutions and work with technical teams to resolve more complex problems. Your focus will be a responsive, informed and positive customer experience for a platform that supports business-critical retail processes.
What You Will Do
· Respond to customer enquiries by email, chat and phone in a timely and professional manner.
· Provide accurate, step-by-step guidance that keeps customers informed and supported.
· Troubleshoot software issues and escalate complex cases to Professional Services, Customer Success, Product Support or DevOps as appropriate.
· Monitor escalated tickets and follow up to ensure timely resolution.
· Educate customers on product features, workflows and best practices.
· Maintain the internal knowledge base and external help centre documentation.
· Act as a customer advocate, sharing feedback and recurring issues with Product and Customer Success teams.
· Meet or exceed support performance measures, including ticket volumes, first response time, resolution time and customer satisfaction scores.
What You Bring
· 3-5+ years of experience in customer support, service desk or help desk work, preferably in SaaS or technology.
· A degree in computer science, business, IT or a related field, or equivalent experience.
· SQL skills.
· Excellent communication and problem-solving skills, with strong technical aptitude and the ability to learn software quickly.
· Knowledge of cloud solutions, data integration, business intelligence and supply chain concepts.
· Familiarity with support tools such as Zendesk, Jira or Salesforce.
· Strong organisation and attention to detail, with a patient, empathetic and customer-focused approach.
· Ability to collaborate effectively in a fully remote team.
· Strong English communication skills.
Additional Experience
The following would be an advantage:
· Python or JavaScript skills.
· Additional languages such as German, Italian, French or Spanish.
Why Join Us
Join a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.
Compensation and Benefits
The anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.
This position may also be eligible for a bonus. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Originally posted on Himalayas