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 events and similar live-selling activities.

• Observe live-stream comments and chats while responding to customer inquiries.

• Help foster a professional and positive community atmosphere.

• Assist buyers with accessing their accounts, bidding, making purchases, processing payments, handling invoices, checking order status, and navigating the platform.

• Recognize and escalate technical issues, transaction problems, inappropriate behavior, and any other customer-related challenges.

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

• Document frequent customer inquiries, technical difficulties, and feedback.

• Provide support to buyers and consignors through various channels including phone, email, and chat.

• Aid with account management, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order-related issues.

• Address customer concerns from the initial point of contact to final resolution.

• Assist with post-sale transactions, payments, invoices, and order fulfillment.

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

• Prioritize urgent concerns that may impact auction participation.

• Supervise active auctions and promptly communicate critical issues to leadership and partner teams.

• Keep accurate records of customer interactions and their outcomes.

• Convey recurring issues and operational trends to aid in process enhancements.

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

⛳️ Requirements

• A high school diploma or equivalent is required.

• A minimum of three years of customer service experience, preferably in e-commerce, live commerce, auctions, payments, or collectibles.

• Excellent written and verbal communication abilities.

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

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

• Proficient in managing multiple conversations, systems, and priorities while ensuring accuracy.

• Demonstrated ownership of customer issues and the ability to work independently while collaborating with various teams.

• Comfortable using an Apple Mac and adapting to new technologies and support platforms.

• Availability for evening and weekend shifts.

• Willingness to extend beyond 11:00 p.m. if an auction or live event necessitates additional coverage.

• Familiarity with the collectibles industry or a genuine interest in learning about the hobby is preferred.

• Prior 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 (if applicable).

• Restricted stock units (if applicable).

• Medical benefits.

• Financial benefits.

• Additional benefits.

• 401(k) eligibility.

• Paid time off (PTO).

• Parental leave.

• Remote work arrangement.