Customer Support Specialist

About Locally

Locally is the leading online-to-local shopping network. We power tools aimed at helping shoppers find and buy products from local retailers, working with major brands and retailers such as YETI, Trek, Sonos, Dicks, REI, Crocs, Brooks, and many more. More than 30 million unique shoppers interact with our tools each month and produce more than 1 billion annual engagements. Locally is growing quickly, making it an ideal environment for candidates looking to advance their careers and have a true impact on outcomes.

About the Role

Locally is seeking a full-time, remote / work-from-home Customer Support Specialist to assist customers using the Locally platform. As a Customer Support Specialist, youll employ a knack for strong customer service with deep expertise of the Locally platform to create a top-tier onboarding and ongoing support experience for Locallys clients and retailers across the globe.

Job Responsibilities

• Assisting our retailers as they set up accounts, enable inventory feeds and transaction acceptance, and use our add-on services.
• Hands-on web troubleshooting (error messages, browser dev tools, clearing cache/cookies); working with data feeds and integrations (CSV, APIs, webhooks) diagnose setup and sync issues; read logs and spreadsheet data; and use some AI tools and agents to work more efficiently.
• Responding to incoming support requests primarily through our email ticketing service, live chat, and Zoom.
• Working directly with certain customers to facilitate setup and provide ongoing support.
• Assisting in maintaining the Locally knowledge base and overall support experience.
• Troubleshooting and problem-solving.
• Miscellaneous duties and responsibilities as needed.

What Were Looking For

• 23 years in a customer-focused role.
• Proficiency in a technical environment; ability to quickly learn a new platform, and communicate with customers via email, ticketing platform, etc.
• Excellent written and verbal communication skills.
• A knack for problem-solving and a genuine enjoyment of providing great customer experiences.

Nice to Have

Wed love to know if you have the following, though none are required:

• Experience in retail or retail tech e-commerce, Point of Sale systems, or general retail operations.
• A passion for connecting online shoppers to local retail stores.

Compensation & Benefits

Were a mission-driven, high-growth organization offering a casual yet rewarding work environment. The compensation package includes:

Base Salary

$52,000 annually

Performance Bonus

Eligible

Stock Option Plan

Included

Medical insurance

Dental insurance

Retirement plan with employer match

Paid holidays

Flexible PTO

Equipment provided

Fully remote / work-from-home

Applications without cover letters will be ignored.

Equal Opportunity

Locally is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.