Related skills
marketplace intercom zendesk e-commerce kustomer📋 Description
- Investigate complex high-value item cases end-to-end for fair resolutions
- Determine fair value for missing/incorrect items to support reimbursements
- Work through queues and backlogs while maintaining quality and SLAs
- Provide empathetic support to buyers and sellers, ensuring both feel heard
- Escalate billbacks or urgent actions to managers or Slack channel
- Collaborate with CatEx and TnR on escalated or SEV cases
🎯 Requirements
- Weekend availability required
- 2+ years in Support or Trust & Safety handling email and/or chat
- Strong investigative judgment; assess incomplete or conflicting information
- Excellent collaboration with TnR, CatEx, Policy, and CX
- Critical thinking; adapt beyond SOPs for unique cases
- Clear, empathetic communicator in high-stakes scenarios
- Experience with Zendesk, Kustomer, or Intercom
- Knowledge of sports cards is a plus
🎁 Benefits
- Generous Time off Policy
- Health Insurance: Medical, Dental, Vision
- Work From Home support and home office setup allowance
- Monthly cell phone and internet allowance
- Retirement: 401k with employer match (US) and pensions internationally
- Parental Leave: 16 weeks paid
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