IndieCommerce Merchant Support Specialist

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The American Booksellers Association (ABA), a not-for-profit trade association for independent bookstores, seeks a full-time eCommerce customer support specialist. This position is responsible for supporting users of ABA’s IndieCommerce service, an e-commerce platform hosting websites for over 500 independent booksellers.

Support includes facility with website design, layout, site configuration and platform functions; preparation of training materials and other updates necessary to users; curriculum development for in-person, off-site, training events; respond to direct inquiries from users by phone, email, and screen sharing sessions; quality assurance testing of new features and services for member stores; helping stores understand and troubleshoot products and programs specific to IndieCommerce as well as general e-commerce related inquiries.

Primary Responsibilities:

  • Primary support for user inquiries of all types using a ticketing system.
  • Help develop and maintain content for user education.
  • Support communication to users through individual email, telephone, email blasts and e-newsletters.
  • Keep current on new e-commerce trends, and share knowledge with users. 
  • Participates directly with a small tech team comprised of other customer support agents, developers, sysadmin and director. 
  • Quality assurance (QA) testing of new features and services.

Job Requirements:

  • Excellent customer service skills
  • Facility with web-based content management systems; familiarity with Drupal a plus
  • Ability to become expert regarding a complex e-commerce platform
  • Effective technical writing skills
  • Effective teaching skills
  • Ability to develop educational curriculum distributed across multiple channels
  • Limited travel required each year for teaching and public presentations
  • Familiarity with HTML/CSS is a big plus

Time requirements: This is a full-time position with health benefits. Rotating holiday and weekend customer support coverage that can be managed from home.

Location: White Plains, New York. Shuttle service is provided from the White Plains MetroNorth train station.

About ABA: Founded in 1900, the American Booksellers Association is a national not-for-profit trade organization that works to help independently owned bookstores grow and succeed. ABA’s core members are key participants in their communities' local economy and culture, and to assist them ABA creates relevant programs; provides education, information, business products, and services; and engages in public policy and industry advocacy. The Association actively supports and defends free speech and the First Amendment rights of all Americans.

How to Apply: Email resume and cover letter addressed to Director of IndieCommerce Phillip Davies at jobs@bookweb.org with “IndieCommerce Specialist” in the subject line. No calls, please.

The American Booksellers Association (ABA) is committed to fostering a diverse staff. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation or identity, national origin, or disability status. For more information about ABA, visit BookWeb.org.


 

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About ABA

The American Booksellers Association, a national not-for-profit trade organization, works with booksellers and industry partners to ensure the success and profitability of independently owned book retailers, and to assist in expanding the community of the book.

Independent bookstores act as community anchors; they serve a unique role in promoting the open exchange of ideas, enriching the cultural life of communities, and creating economically vibrant neighborhoods.

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