Vendor Support Specialist

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The Vendor Support Specialist serves as a key point of contact for vendors and internal teams, helping ensure a smooth vendor experience from onboarding through day-to-day support. This role is responsible for answering vendor inquiries, resolving issues, maintaining accurate records, supporting identity verification and sign-in processes, and partnering with vendor management and operations teams to improve service quality.

• Respond to vendor inquiries through approved support channels in a timely, professional manner.
• Assist vendors with onboarding, account access, sign-in issues, documentation requirements, and identity verification steps.
• Troubleshoot and resolve routine vendor support requests; elevate complex issues to the appropriate internal teams.
• Maintain accurate vendor records, case notes, status updates, and follow‑up actions in internal systems.
• Coordinate with customer care, vendor management, compliance, operations, and technical teams to resolve vendor concerns.
• Monitor recurring issues and recommend process improvements to reduce repeat contacts and improve vendor satisfaction.
• Support reporting needs by tracking ticket trends, response times, resolution status, and other operational metrics.
• Ensure all vendor interactions follow company policies, privacy expectations, and compliance requirements.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience in customer support, vendor support, account support, operations, or a related service role.
• Strong written and verbal communication skills with the ability to explain processes clearly and professionally.
• Ability to manage multiple requests, prioritize work, and follow through on open issues.
• Comfort working with case management systems, spreadsheets, reporting tools, and standard office applications.
• Strong attention to detail when reviewing documentation, updating records, and following process steps.
• Problem‑solving mindset with the ability to identify root causes and elevate appropriately.

• Familiarity with identity verification, account access, compliance documentation, or sign‑in support processes.
• Experience collaborating with cross‑functional teams such as customer care, compliance, technical support, and operations.
• Ability to analyze support trends and suggest practical improvements to processes, templates, and knowledge resources.
• Bilingual skills are a plus, depending on business needs.

• Vendors receive accurate, timely, and helpful support.
• Vendor issues are documented clearly and resolved or escalated without unnecessary delay.
• Internal teams have reliable vendor information and status updates.
• Common support issues are identified and used to improve training, workflows, and communication.

This is a full‑time position in an office environment. Standard business hours are expected, with occasional overtime.

• Dental Insurance
• Paid Time off

Here at Brookstone, we provide in‑depth training on our industry and our internal systems. We are a growing company and have excellent advancement opportunities. Brookstone prides itself on maintaining a positive work environment, and we are dedicated toward our continued success.