---
title: 'Customer Support Specialist at Upshop'
canonical: 'https://feeny.ai/job/customer-support-specialist-upshop-los-angeles-abwhw30nbp56'
type: 'job'
last_seen: '2026-10-16'
---

# Customer Support Specialist at Upshop

- **Company:** Upshop
- **Location:** Los Angeles, CA / Seattle / Vancouver
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-16
- **Apply:** https://job-boards.greenhouse.io/upshop/jobs/5258713007

## Job description

Overview of the Role:

The Customer Support Specialist (CSS) provides frontline technical support for Upshop customers across our retail software platforms. As a primary point of contact through phone and the support ticketing system, the CSS investigates application, configuration, data, connectivity, and in-store environment issues; resolves problems using established procedures and available knowledge; and maintains clear customer communication throughout the ticket lifecycle. The CSS is expected to think critically, take ownership, use approved AI and knowledge tools responsibly, and prepare complete evidence-based escalations when deeper investigation is required. This role builds technical expertise over time and contributes to stronger first-contact resolution and customer self-service.

Key Responsibilities:

- Software Troubleshooting: Diagnose and resolve common application, configuration, access, data, and workflow issues using established support procedures and technical resources.
- Installation & Environment Support: Assist with supported software installation, maintenance, connectivity, and in-store peripheral troubleshooting, including printers, scales, scanners, and other supported devices.
- Customer Assistance: Serve as a primary customer contact by phone and through support tickets, responding promptly and communicating clearly and professionally.
- First-Contact Resolution: Investigate and resolve issues at the earliest appropriate point, applying sound judgment and recognizing when additional technical expertise is needed.
- Ticket Ownership & SLAs: Maintain accurate case records, customer updates, troubleshooting steps, next actions, and resolutions; manage assigned tickets against service expectations and escalation procedures.
- Knowledge & Documentation: Use and contribute to approved knowledge articles and troubleshooting guides, documenting repeatable fixes and identifying opportunities for customer self-service.
- Product Knowledge: Develop working knowledge of Upshop applications, retail workflows, and common customer issues; provide accurate guidance within established areas of expertise.
- Escalation Preparation: Gather relevant logs, screenshots, configuration details, data samples, reproduction steps, business impact, and actions already attempted before escalating complex issues to CSS II or other appropriate teams.
- On-Call & Coverage: Participate in scheduled coverage or on-call responsibilities as assigned based on the team operating model.
- Customer Communication & Prioritization: Communicate empathetically and effectively with customers and colleagues; prioritize competing tickets and provide timely, meaningful status updates.
- Continuous Learning: Build proficiency in software systems, APIs, data concepts, hardware, network connectivity, and retail operations through training, coaching, and hands-on support work.
- AI-Assisted Support & Additional Duties: Use company-approved AI tools to support troubleshooting, research, and documentation while following customer data and security requirements. Perform other related duties and projects as assigned.

Required Qualifications

- Proven experience in customer or technical support (software/IT preferred).
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to follow documented troubleshooting processes, communicate by phone, and document investigations clearly.
- Exceptional critical thinking skills, ability to focus under pressure
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
- Works independently and collaborates effectively in a team.
- Working knowledge of software applications, basic hardware and network troubleshooting, and structured technical investigation.
- Experience with a ticketing platform such as Zendesk (Support, Talk, or Guide), or ability to learn one quickly.
- Familiarity with APIs, JSON, webhooks, or tools such as Postman; ability to collect relevant information for escalation.
- Understanding of basic database and SQL concepts, including how to interpret query results and recognize data discrepancies.

Desired Skills:

- Experience with Zendesk, Jira, or comparable support and defect-tracking tools.
- Experience supporting enterprise SaaS applications or integrated software environments.
- Familiarity with structured IT troubleshooting and incident or escalation processes.
- Cosmo/Mongo DB queries and concepts
- Knowledge and experience with retail/ grocery concepts and terminologies
- Experience with DataDog tools and concepts
- Experience supporting retail/grocery operations, in-store systems, or customer-facing software platforms.
- Self-directed learner who remains organized, collaborative, and customer-focused during urgent issues.
- Experience using approved AI tools, technical knowledge bases, or support automation to improve efficiency.

## About Upshop

## Company Overview
- **One-liner**: Upshop provides an AI-powered, SaaS-based Total Store Operations platform that helps food retailers streamline forecasting, ordering, production, and inventory optimization across fresh, center-store, DSD, and eCommerce departments.
- **Entity Type**: Private (part of Invafresh following a 2024 merger)
- **Headquarters**: Austin, Texas, United States
- **Founded**: 1989 (as Application Development Consultants, Inc.)
- **Founders**: Not publicly available (evolved through multiple acquisitions and a merger)

## Core Business
- **Primary industry**: Food retail technology / Grocery technology
- **Target customers**: B2B – grocery retailers, convenience stores, and food retailers (serving 450+ retailers in 50,000+ stores across 35+ countries)
- **Mission or purpose statement**: To deliver a simplified, smarter, more connected store experience that helps retailers improve sales, reduce waste, enhance food safety, and empower associates.

## Products & Services
- **Total Store Operations Platform**: An AI-powered SaaS platform that synchronizes Fresh, Center, DSD (Direct Store Delivery), and eCommerce operations. Includes modules for:
  - **Fresh Operations (FreshIQ®)**: Forecasting, ordering, production planning, and inventory management for fresh departments.
  - **eCommerce Fulfillment (ShopperKit)**: Omnichannel order management and fulfillment orchestration.
  - **Center Store**: Inventory optimization for shelf-stable goods.
  - **DSD Management**: Direct store delivery reconciliation and management.
  - **Date Check Pro**: Food safety and freshness date management.
  - **Magic Inventory Intelligence**: AI-driven inventory visibility and shrink reduction.
- **Total Store Ordering** (launched July 2025): A unified replenishment solution ending fragmentation across departments.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of approximately $12.3 million (based on 2024 estimates); Total funding not publicly available (funded via Invafresh parent entity)
- **Notable Investors/Partners**: Invafresh (parent company after 2024 merger), ReposiTrak (strategic partnership for FSMA 204 traceability), Inmar Intelligence (marketing and eCommerce fulfillment partnership), Heritage Grocers Group, Gelson’s Markets (recent customers)
- **Growth Signals**:
  - Headcount of 178 employees (+14.3% YoY growth)
  - Operates in 10 countries with offices in the US, Canada, Sweden, Colombia, UK, and Denmark
  - 2024 merger with Invafresh created the “first global retail operations platform” serving 35+ countries
  - Recent customer wins: Heritage Grocers Group, Gelson’s Markets
  - New product launch: Total Store Ordering (July 2025)
  - 19 active job postings; job postings up 111% year-over-year

## Competitive Advantages
- **Market Leadership**: Positioned as the first total store operations platform specifically built for food retailers, unifying previously fragmented department-level solutions.
- **AI-Powered Predictions**: Uses machine learning for demand forecasting, shrink reduction, and production planning, giving retailers a data-driven edge.
- **Scale & Trust**: Serves 450+ retail chains in 50,000+ stores across 35+ countries, including major grocery names.
- **End-to-End Coverage**: Covers fresh, center, DSD, and eCommerce on one platform — a rare integration in the grocery tech space.
- **Recent Merger Scale**: The 2024 merger with Invafresh combined complementary technologies to create a global leader with deeper R&D and customer support capabilities.

## Strategic Focus
- **Global Expansion**: Expanding reach across 35+ countries, with dedicated sales roles for Europe (Account Executive: Europe currently hiring).
- **Product Innovation**: Launching new modules like Total Store Ordering and predictive analytics for fresh prepared foods.
- **Partnership Ecosystem**: Building strategic integrations with partners like ReposiTrak (traceability) and Inmar Intelligence (marketing/fulfillment) to offer a more comprehensive solution.
- **Customer Growth**: Targeting non-grocery retail segments (convenience stores) and large strategic accounts.
- **Operational Excellence**: New CEO Mike Sanders (appointed April 2025) focused on accelerating customer innovation and operational excellence.

## Why Work Here
- **Growth Trajectory**: High growth phase with 14.3% headcount increase YoY and 111% increase in job postings year-over-year, indicating strong hiring momentum.
- **Global & Remote-Friendly**: Offers remote roles across North America and Europe, with offices in Austin (HQ), Tampa, Mississauga (Canada), and Sweden.
- **Engineering Culture**: Technical team of 52 people (24% of workforce) working with a modern stack including AWS, Kubernetes, React, Python, Databricks, and microservices. Key engineering leaders include Dan Larsson Wåssén (Head of Engineering) and RJ A Seoud (Sr. Director, Engineering Operations).
- **Mission-Driven Work**: Directly impacts food waste reduction, sustainability, and food safety — meaningful work with tangible environmental and social benefits.
- **Diverse Team**: Workforce spans 10 countries with employees from diverse backgrounds; talent sourced from companies like Invafresh, Albertsons, Kaseya, and others.
- **Employee Ratings**: Mixed reviews on Glassdoor (3.1/5.0 overall) with work-life balance rated 2.8/5.0 and culture rated 2.7/5.0 — potential areas for improvement in company culture and work-life balance.
- **Notable Perks**: Not explicitly listed; remote/hybrid flexibility appears available for many roles.

## Sources
1. [Upshop Website](https://upshop.com/)
2. [Upshop About Page](https://upshop.com/about/)
3. [Upshop Careers Page (Greenhouse)](https://job-boards.greenhouse.io/upshop)
4. [Upshop LinkedIn Company Page](https://www.linkedin.com/company/upshopretail)
5. [Business Wire: Upshop Appoints Mike Sanders as CEO](https://www.businesswire.com/news/home/20250430916622/en/Upshop-Appoints-Mike-Sanders-as-CEO-to-Accelerate-Customer-Innovation-and-Operational-Excellence)
6. [Business Wire: Upshop Launches Total Store Ordering](https://www.businesswire.com/news/home/20250715498817/en/Upshop-Launches-Total-Store-Ordering-to-Optimize-Customer-Service-and-Revenues-while-Ending-the-Fragmentation-of-Grocery-Replenishment)
7. [Business Wire: Upshop and Invafresh Unite to Transform Global Food Retail Technology](https://www.prnewswire.com/news-releases/upshop-and-invafresh-unite-to-transform-global-food-retail-technology-302192585.html)
8. [Business Wire: Heritage Grocers Group Elevates Fresh Prepared Foods Strategy](https://www.businesswire.com/news/home/20250812005899/en/Heritage-Grocers-Group-Elevates-Fresh-Prepared-Foods-Strategy-with-Predictive-Analytics-to-Serve-Diverse-Communities-at-Scale)

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