Pokémon-Loving Customer Service Representative

We’re looking for a problem-solver with a strong passion for customer support and a deep interest in Trading Card Games like Pokémon. Someone who can combine great customer service skills with enthusiasm for gaming to join the dynamic team of one of our most interesting clients. This role offers a unique opportunity to be at the heart of customer interactions, helping shape the experience of users on their online marketplace that includes an online Shop and ongoing Auctions.

This is a fully remote position, giving you the flexibility to work from anywhere while still making a big difference. If you’re a customer service expert who loves all things Trading Card Games and has a passion for helping people, this could be the perfect fit for you.

What You’ll Do
- Provide exceptional customer support through both voice and non-voice channels, ensuring a high level of customer satisfaction.
- Serve as a subject matter expert for Trading Card Games and our online marketplace, assisting customers with their buying and selling needs.
- Manage and resolve customer questions and issues independently, demonstrating strong problem-solving skills.
- Collaborate with the team to identify areas for process improvement and workflow optimization.
- Utilize Zendesk to manage support tickets, maintain the Help Center, and leverage its tools for efficient customer service.
- Handle data management and reporting tasks using Google Sheets, including report exports and data-related processes, ensuring data accuracy and optimization.
- Engage with customers in a casual, friendly manner, maintaining a near-native level of English proficiency in both spoken and written communication.
- Contribute to a positive and collaborative team environment, working closely with colleagues to enhance the overall customer experience.

What We’re Looking For
- 5+ years experience in Customer Support (voice and non-voice)
- Strong Zendesk experience including full ticket management and advanced setup such as workflows, triggers, automations, escalation paths, reporting, and ability to build support systems from scratch
- Strong written and spoken English with a natural and friendly communication style
- Experience working in a remote WFH setup, preferably with US clients
- Must be available to work graveyard shift aligned with US time zones
- Reliable internet connection and dedicated work-from-home setup required
- Strong Google Sheets skills for reporting, tracking, and data analysis
- Highly organized with strong attention to detail and problem-solving mindset
- Comfortable working in fast-paced environments with shifting priorities
- Ability to use AI tools to improve workflow efficiency, automate tasks, enhance reporting, and analyze support data for better decision-making
- Team Lead or leadership experience is a strong plus as the team continues to grow
- Interest in Trading Card Games like Pokémon or similar is a plus

Salary and Benefits:
- Base salary: ?55,000 per month.
- Paid Time Off + Paid Holidays.
- 100% WFH.

Application Instructions

Please send your resume link using a publicly accessible PDF from Google Drive. Make sure it is a direct file link (not a folder or Google Doc). Links from Dropbox, OneDrive, OnlineJobs, or other similar platforms, as well as non-direct file links, may not be reviewed by our Talent Team.

Please also include:
- A short explanation of why you're a good fit for the role
- Copy and paste this Job ID: recYDAgrxipCGAztw and include it in your email subject line
- Include this message in your email body: “I’m excited to be applying to Job recYDAgrxipCGAztw!”

This will help us identify your application quickly and also shows that you’ve read the entire job description (attention to detail is important for this role). Thanks and hope to hear from you soon!