Customer Service Agent for a Research and Trade Marketplace Company

Your Mission

Respond to customer inquiries via email regarding:

• Provide primary customer support via email, with occasional chat support.
• Communicate heavily with the warehouse and logistics teams to answer support tickets and resolve delivery issues.
• Manage user refunds and cash payouts through Stripe.
• Use shipping tools like Shippo to locate label information or manually generate labels when automated systems fail.
• Identify unique situations or missing Standard Operating Procedures (SOPs) and escalate them to management via Slack.
• Escalate technical tickets through Asana.

Tech Checklist

• Experience with Zendesk is preferred, though experience with similar CRMs like Intercom or Front is acceptable.
• Exposure to collectibles, trading, or hobbyist communities.
• Experience supporting high-volume ticket environments (5,000+ tickets/month).

Working Conditions

40 hrs per week
7 days per week
9 AM - 6 PM EST