Senior Customer Support Representative

Responsibilities

• Handle multi-channel communication (phone, chat, email)
• Oversight of retention or upsell-related support
• Perform root-cause analysis
• Coordinate with fulfillment, marketing, product, and operations teams

Requirements

• 3–5+ years in customer support, call center operations, e-commerce support, or escalation handling
• Experience resolving logistics, shipping, or subscription-related issues preferred
• Excellent verbal and written communication skills with the ability to manage sensitive, escalated, or high-value customer scenarios
• Proficiency with CRM or helpdesk systems such as Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk, or similar tools
• Strong analytical and problem-solving abilities, including comfort identifying trends across tickets, order data, or logistics workflows
• Strong reliability and accountability in meeting service level expectations and operational deadlines
• Experience supporting order management systems, fulfillment workflows, return/exchange processes, or marketplace platforms (Shopify, Amazon, etc.) a plus
• Experience mentoring junior representatives and contributing to QA, documentation, or process improvements
• High school diploma required; associate or bachelor’s degree preferred, or equivalent customer-facing support experience

Qualifications

High school diploma required; associate or bachelor’s degree preferred, or equivalent customer-facing support experience.

Skills

• Customer support experience
• E-commerce support experience
• Escalation handling experience
• CRM or helpdesk system proficiency (e.g., Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk)
• Root-cause analysis skills
• Team coordination and communication skills
• Order management systems, fulfillment workflows, return/exchange processes, or marketplace platform experience (e.g., Shopify, Amazon)
• Mentoring and training experience

Benefits

Full benefit options including health, vision, dental, 401k and other benefits.

Pay

This full-time position offers a salary range of $55,000 to $72,000+ annually.

Schedule

Not specified.

Job Features

• Job Category: Customer Service

Company Information

AccountMakers is redefining how companies scale revenue and customer-facing teams by providing on-demand access to top sales, customer success, and support talent. We connect high-growth organizations with the leaders and teams they need, exactly when they need them. Learn more at accountmakers.com.