Customer Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Address and resolve customer complaints through various channels.

• Identify the underlying causes of issues and devise effective solutions rather than relying on scripted replies.

• Proactively contact customers via email and phone to follow up on their issues and the resolutions provided.

• Monitor recurring patterns in complaints and inform the team accordingly.

• Maintain a professional and empathetic demeanor while assisting frustrated customers.

• Work during day shift hours.

⛳️ Requirements

• Previous experience in customer support/service, preferably managing escalations or complaints directly.

• Comfortable with phone communication, as this role necessitates real-time calls with customers, not just email or chat.

• Strong problem-solving abilities — capable of genuinely resolving issues rather than merely triaging them.

• Excellent written and verbal communication skills, maintaining professionalism at all times.

• Availability for day shift hours.

• Experience in a high-growth startup or within the consumer/e-commerce sector.

• Experience supporting customers in areas such as watches, luxury goods, collectibles, or products with randomized value.

• Comfortable managing complaints related to product authenticity, value discrepancies, or shipping issues, which are common in watch commerce.

• Bilingual or multilingual, catering to a diverse customer base.

🏝️ Benefits

• Opportunity to work in a dynamic and fast-paced environment.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.