Technical Support Specialist

At Toolio, we’re on a mission to help retailers navigate the complex, competitive and ever-changing retail landscape so they can deliver what their customers want, when and where they want it. Merchandise planning is a key retail discipline that has been dominated by manual, error prone spreadsheets, and accurate inventory planning has never been more important. Toolio’s cloud-based merchandise planning platform was built to help the next-generation of retailers automate critical workflows, gain real-time insights, and make faster, data-driven merchandising decisions.

Toolio is trusted by 100+ leading brands and retailers including Rothy’s, Knix, Filson, Tommy John, Peloton and more.

• We are hiring a Customer Success Technical Support Specialist based in Turkey.
• This role reports directly to the Head of Customer Support (US) and works very closely with the Lead Product Manager (Turkey).
• This role is for someone with deep retail planning experience who enjoys troubleshooting complex problems, working with data, and understanding how planning systems work in real customer environments.
• You will start in customer support, learning our customers and product in depth. Over time, you will work closely with our Product and Engineering teams, helping test and shape new product capabilities.

• Act as a primary point of contact for customer questions and issues via Intercom
• Investigate and resolve complex issues related to retail planning logic, data accuracy, and workflows
• Use SQL to validate customer data, investigate discrepancies, and support bug analysis
• Use Excel to analyze planning outputs and explain results clearly to customers
• Lead customer calls to walk through complex planning scenarios step by step
• Identify recurring customer issues and share insights with Product and Engineering
• Help test new features and ensure they work for real retail planning use cases
• Contribute to clear documentation and best practices for customers and internal teams

• 5–10 years of retail planning experience (merchandising, inventory, allocation, or related)
• Strong SQL skills (required)
• Advanced Excel skills (required)
• Professional proficiency in written English; spoken English proficiency strongly preferred
• Strong problem-solving and communication skills
• Comfortable working independently and taking ownership

• Experience implementing retail planning tools
• Product Management or product-adjacent experience
• SaaS support or technical consulting experience

• Based in Turkey
• Expected coverage: 6am–2pm Eastern Time (ET)

• Work in a fast-moving startup environment where you can make decisions and have a large impact
• Get exposure to many different retailers from around the world
• Help build the future of retail planning
• Over time, directly influence product design, testing, and roadmap decisions
• Solve real, day-to-day problems for customers