Customer Service Agent

We are seeking an experienced and organized Customer Service Manager to oversee daily customer support operations across multiple e-commerce platforms. This role involves managing support tickets, handling customer calls, responding to marketplace messages, and supervising a small support team to ensure excellent customer experience.

Availability Requirement
Candidates must be available Monday–Friday from 9:00 AM to 6:00 PM PST to manage customer support operations and oversee the support team during business hours.

Compensation & Meetings
Payment is issued once per month
Must attend a monthly tea ---------- eting to review support performance, ticket activity, and key updates

Key Responsibilities
Manage and respond to customer support tickets through Zendesk
Handle inbound and outbound customer calls using APN TalkDialer
Respond to customer inquiries and messages across platforms such as Temu, eBay, and other retail marketplaces
Supervise, manage, and train a team of up to 2 customer service representatives
Ensure tickets are handled efficiently and customer issues are resolved in a timely manner
Monitor customer service performance and maintain high service standards
Review product feedback and customer interactions to identify recurring issues
Conduct analysis and reporting on product reviews and customer feedback
Prepare reports and documentation related to support performance and product concerns
Work closely with internal teams to improve customer experience and product satisfaction

Required Skills & Qualifications
Experience managing Zendesk ticketing systems
Experience handling calls through dialer systems (APN TalkDialer or similar)
Proficiency in speaking, typing, and writing proper English
Strong written and verbal communication skills
Proficiency in Microsoft Excel, Google Sheets, and Google Docs
Experience working with e-commerce platforms or online retail marketplaces
Strong organizational and leadership skills
Ability to manage multiple platforms and tasks simultaneously
Experience reviewing customer feedback and identifying product issues
Customer Service

Preferred Qualifications
Prior experience managing customer service for e-commerce or retail brands
Familiarity with Temu, eBay, Amazon, ---------- or other online marketplace platforms
Experience training and managing a small support team
Strong analytical skills for reviewing product feedback and service metrics

Team Structure
You will oversee a small team of 2 customer support agents and ensure tickets and customer inquiries are handled efficiently across all platforms.

Work Environment
Remote position
Fast-paced e-commerce environment
Opportunity to help improve customer experience and product quality