Support Specialist, U.S. Nights
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Job Description
Customer Support Specialist providing essential support during U.S. nights for a collectibles company. Engaging with customers through live chat and email to resolve inquiries and issues.
Responsibilities:
- Respond to live chats and emails within SLA windows and own cases through to resolution, following up proactively rather than waiting on customers to chase
- Troubleshoot account access issues, order and shipping status, and redemption and withdrawal flows with accuracy and efficiency
- Identify and escalate fraud, safety, and VIP situations using established playbooks, with sound judgment on when to escalate vs. resolve independently
- Recognize and document potential chargeback and payment dispute cases before they escalate to the processor
- Contribute to team knowledge by suggesting macros and help center articles, and surfacing recurring bugs, product gaps, and operational trends
- Maintain clean, accurate ticket tagging and case notes that support analytics, reporting, and seamless shift handoffs
- Deliver thorough shift handoff notes so incoming agents can pick up cases without losing context
- Manage a consistent case volume without sacrificing quality
Requirements:
- 1–3 years in high-volume customer support, preferably in chat and email environments
- Demonstrated ability to meet SLA targets (first response and time-to-close) and maintain 80%+ CSAT consistently
- Strong written English (C1+) with the ability to adapt tone across customer types and situations, including de-escalation, conflict resolution, and sensitive conversations
- Comfortable managing multi-tab workflows with fast, accurate typing (50+ wpm)
- Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and working familiarity with Notion, Slack, and basic spreadsheets
- Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence
- Comfortable operating with a high degree of autonomy during low-supervision shifts (overnights, weekends, holidays) and confident making independent judgment calls within established guidelines
- Reliable and accountable with schedule commitments, particularly for non-traditional hours where coverage gaps have direct customer impact
- Patient and consistent in high-volume, repetitive work environments without a drop in quality or care
- Strong attention to detail, particularly in fraud spotting and payment troubleshooting, where small errors carry real consequences
Benefits:
- 15 days of accrued PTO
- 7 days of sick-leave
- 10 paid company holidays
- Generous vision, dental, and health benefits, with 97% contribution to premiums for most medical plans
- 401k Matching
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