Live Support Specialist

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

📋 Description

• Act as the main Customer Support representative during eBay Live shows and associated live-selling events.

• Oversee live-stream comments and chats, responding to customer inquiries.

• Assist buyers with account access, bidding, purchases, payments, invoices, order status, and navigating the platform.

• Recognize and escalate technical issues, transaction problems, inappropriate activities, and issues affecting customers.

• Collaborate with Production, Logistics, Operations, and other internal teams.

• Document frequently asked customer questions, technical challenges, and feedback.

• Provide assistance to buyers and consignors via phone, email, chat, and other communication channels.

• Support Goldin account access, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order inquiries.

• Manage customer issues from the first point of contact to resolution, escalating complex or high-risk situations as necessary.

• Facilitate post-sale transactions, follow up on payments, and coordinate with Finance, Collections, Logistics, and Operations.

• Act as the designated Customer Support auction closer during the 2:30 p.m.–11:00 p.m. shift and remain available until the auction concludes when necessary.

• Prioritize urgent concerns affecting auction participation.

• Monitor ongoing auctions and relay urgent matters to leadership, Product, Technology, or Operations teams.

• Keep accurate records of customer interactions and their outcomes.

• Communicate recurring issues and operational trends to leadership.

• Meet established standards for quality, productivity, customer satisfaction, response times, attendance, and schedule compliance.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of three years of customer service experience.

• Experience preferred in e-commerce, live commerce, auctions, payments, or collectibles.

• Exceptional written and verbal communication skills.

• Ability to maintain professionalism and make sound decisions in fast-paced, customer-facing environments.

• Strong problem-solving, critical-thinking, and de-escalation capabilities.

• Capacity to manage multiple conversations, systems, and priorities while ensuring accuracy.

• Strong ownership of customer issues with the ability to work independently while collaborating across teams.

• Comfortable using an Apple Mac and learning new technology and support platforms.

• Availability during evenings and weekends.

• Willingness to remain available beyond 11:00 p.m. when auction or live-event coverage necessitates it.

• Familiarity with the collectibles industry or a desire to learn about the hobby is preferred.

• Experience with eBay Live, eBay Seller Hub, Genesys, Google Workspace, Microsoft Excel, Stripe, Sprout Social, Jotform, or similar platforms is preferred.

• Remote positions are not eligible for U.S. visa sponsorship.

🏝️ Benefits

• Target bonus (as applicable).

• Restricted stock units (as applicable).

• Medical benefits.

• Financial benefits.

• Additional benefits.

• 401(k) eligibility.

• Paid time off (PTO).

• Parental leave.

• Accommodation support for accessibility needs.