Customer Support Solutions Specialist

About the role

Customer Support Operations Specialist role balances frontline customer support excellence with improving specialized functions. This role maintains direct responsibility for ticket resolution while coordinating cross-functional needs, identifying solutions, and executing improvements that remove friction for customers and internal teams. The goal is to improve time-to-resolution for internal initiatives, increase operational efficiency, and close gaps in customer support processes. Individuals in this role identify inefficiencies, assist in designing scalable solutions, and help drive adoption of new processes with cross-functional stakeholders.

Scope and Range

This role operates as both an individual contributor within the ticketing queue and a subject-matter expert for defined specialization(s). Time allocation varies with seasonality and business needs, balancing ticket handling and project work.

Each agent will:

• Own tickets as assigned and meet defined productivity and quality expectations
• Own primary specializations or project areas
• Act as the point person and subject matter expert for identifying gaps, proposing solutions, and delivering results within their specialty

• Handle customer support tickets across assigned queues with quality, accuracy, and empathy
• Resolve complex issues using sound judgment and documented best practices
• Identify trends, recurring issues, and friction points surfaced through tickets
• Escalate appropriately to cross-functional stakeholders, Senior Customer Solutions Specialist, and Supervisor
• Own and develop primary specializations; serve as SME for assigned areas
• Define problem statements, propose solutions, and document processes
• Partner with leadership and cross-functional teams (Product, Engineering, Marketing, Shipping, Rev Ops, etc.)
• Drive implementation, testing, rollout, and change management; iterate based on results

• Handle tickets across queues with quality, accuracy, and empathy
• Resolve complex issues with sound judgment and best practices
• Identify trends and friction points from tickets
• Escalate to appropriate cross-functional stakeholders

Each agent will own primary specializations
, such as (but not limited to):

• Organizer, Seller, Buyer experts (Dedicated Agent for Partners, White Glove Service)
• Quality Assurance & Coaching (QA, feedback and coaching)
• Social & Public-Facing Support Channels (social media, Yelp, BBB)
• Shipping, Logistics & Supply Chain Processes (claims, replacements, carrier coordination)

Within their specialization, agents will

• Be the SME for their assigned customer or internal experience
• Identify gaps and risks through data, feedback, and ticket trends
• Define problem statements and proposed solutions
• Design and document processes, workflows, or tools
• Partner with leadership and cross-functional teams
• Drive implementation, testing, rollout, and change management
• Iterate based on results

• Continuous Improvement & Customer Advocacy
• Translate frontline insights into recommendations to the Supervisor
• Proactively surface customer-impacting issues and risks
• Advocate for customer experience and agent efficiency
• Contribute to cross-functional projects and communicate status clearly
• Maintain accurate documentation for owned processes and tools
• Support peer enablement through sharing learnings and updates
• Participate in team meetings and planning

• 2+ years of customer support or customer-facing operations experience
• Ability to manage tickets independently while meeting performance benchmarks
• Experience identifying and advocating for process improvements
• Strong problem-solving and analytical skills
• Excellent written and verbal communication
• Comfort working cross-functionally
• Ability to prioritize competing demands and manage time effectively

• Familiarity with process mapping, SOP documentation, or change management
• Experience with cross-functional groups and collaborative problem solving
• Exposure to automation, QA programs, training enablement, or product operations

Equal Pay Disclosure:
We offer a competitive compensation and benefits plan. Base pay range for this position is

• $50,000 - $56,000 annually

Target Annual Bonus: 10% of base salary. Final compensation depends on knowledge, skills, experience, and location.

This position requires current authorization to work in the United States. We do not provide visa sponsorship.

Double Good is an Equal Opportunity and Affirmative Action employer. We comply with applicable federal and state laws and are committed to equal employment opportunity for all qualified individuals. We participate in E-Verify where applicable.