Support Specialist

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

📋 Description

• Assist buyers with access to their accounts, including registration, bidding, payments, invoices, pickups, and general inquiries about the platform.

• Investigate issues related to cards and payments, determining appropriate next steps within established guidelines.

• Support processes related to unpaid invoices, underbidders, missed pickups, and account restrictions.

• Help buyers comprehend auction terms, pickup expectations, and marketplace policies.

• Coordinate with sellers or internal teams when additional information is necessary.

• Identify concerns related to refunds, fraud, chargebacks, or misrepresentation that require further investigation.

• Provide assistance to sellers and marketplace partners throughout the auction process.

• Aid in account setup, auction creation, scheduling, catalog inquiries, lot updates, payment setup, and post-auction activities.

• Help sellers understand Maxsold’s platform, policies, marketplace standards, and operational expectations.

• Identify issues that may affect auction readiness, buyer experience, pickup execution, or payment processes.

• Offer clear and practical guidance to help sellers advance their auctions.

• Take responsibility for cases from initial contact to resolution or effective escalation.

• Investigate unfamiliar issues and apply policies and procedures using sound judgment.

• Collect information, propose solutions, and provide clear next steps when assistance is needed.

• Follow through on outstanding issues and commitments.

• Maintain clear, accurate, and comprehensive documentation for cases.

• Identify patterns of customer friction, unclear processes, and areas for improvement.

• Communicate professionally via phone, chat, and email.

• Stay calm and solutions-focused during challenging interactions or high-volume periods.

• Set realistic expectations and clearly explain responsibilities and next steps.

• Meet established service and quality standards.

• Contribute to a collaborative and accountable team atmosphere.

⛳️ Requirements

• Experience in customer support, marketplace operations, account support, retail customer service, sales support, or a related field.

• Strong written and verbal communication abilities.

• Exceptional interpersonal skills with the capability to facilitate conversations.

• Proven ability to take ownership of issues and drive them toward resolution.

• Sound judgment in applying policies and procedures to real-world scenarios.

• Ability to juggle competing priorities in a high-volume environment.

• Self-directed working style with a proactive approach.

• Curiosity and a desire to understand the root cause of issues.

• Capacity to learn various systems, policies, and operational processes.

• Strong documentation, organizational, and case management skills.

• Ability to maintain professionalism in the face of frustrated or demanding customers.

• Comfort in asking questions, receiving feedback, and adapting your approach accordingly.

• Confidence to make decisions within your authority and escalate issues when necessary.

• Reliability and ability to meet scheduled coverage requirements, including occasional evenings or weekends as applicable.

• A post-secondary degree is required.

• Experience with Zendesk or another ticketing or customer support platform.

• Over 5 years of experience in customer service or support roles, responsible for resolving customer issues, managing follow-ups, and achieving service or performance targets.

• Familiarity with payment processing, invoices, account verification, logistics, or seller operations.

• Experience supporting individual consumers or business clients.

• Experience in environments where priorities can shift rapidly.

• Experience in identifying process gaps or suggesting operational improvements.

• A proven track record of gaining increased trust, responsibility, or autonomy.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.