Serve as the main point of contact for distribution partners, handling general inquiries related to transactions, order status, and inventory levels.
Efficiently investigate and resolve issues concerning incorrect SKUs, ensuring data accuracy and minimal disruption to partner operations.
Provide initial support and troubleshooting for technical issues reported by distribution partners.
Act as the liaison between partners and internal technical teams (TS team, Dev team) for escalated issues, ensuring clear communication and timely resolution.
Proactively inform distribution partners about new title/SKU launches, price updates, and other relevant product or platform changes.
Ensure partners have the most current information to manage their sales and operations effectively.
Have a clear understanding of FAQs and the ability to do ad-hoc communications towards all relevant stakeholders.
Collaborate closely with internal teams, including the TS (Technical Support) team, Development team, and Distribution Back Office team, to ensure comprehensive support and swift resolution of partner issues.
Document all inquiries, resolutions, and communications accurately in our support systems.
Contribute to the team's success by performing other duties as assigned.
Willingness to work in shifts.

At least 2 years of experience in a customer support, technical support, or operations role, preferably within e-commerce, digital distribution, or a related technology-driven industry.
Experience working directly with business partners or B2B clients is a plus.
Experience with using tools such as Slack, Zendesk, or JIRA is also a plus.
Basic understanding of technical concepts related to digital platforms, APIs, or data flows, sufficient to grasp and relay technical issues.
Familiarity with troubleshooting common technical problems.
Strong ability to analyze issues independently, identify root causes, and propose effective solutions, especially for data discrepancies like incorrect SKUs.
Detail-oriented approach to checking transactions, inventory, and product information.
Excellent English written and verbal communication skills, with the ability to clearly explain complex information to non-technical users and effectively communicate technical details to internal teams.
A calm and professional demeanor, even when handling challenging inquiries.
Ability to manage multiple inquiries simultaneously, prioritize tasks, and work effectively in a fast-paced environment.
Proficient in using support ticketing systems and other communication tools.
Good documentation or writing skills is a plus.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes.
Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Distribution Enablement Specialist

Key skills