Senior Customer Support Representative

Account Makers is actively recruiting Senior Customer Support Representatives for immediate hire on behalf of our hiring client, a fast-scaling company in the e-commerce space. This is a full-time position supporting escalated cases, process improvements, and high-volume support operations.

Are you an experienced problem-solver who excels at managing complex customer issues with professionalism and accuracy? Senior representatives will manage escalated customer inquiries, resolve complex order, billing, and account issues, navigate fulfillment and logistics-related problems, and serve as a direct point of contact for VIP or high-priority customers. Responsibilities include handling multi-channel communication (phone, chat, email), overseeing retention or upsell-related support, performing root-cause analysis, and coordinating with fulfillment, marketing, product, and operations teams to ensure timely and accurate resolutions.

These roles require excellent judgment in de-escalation, prioritization, and navigating high-volume support environments common in e-commerce. You will also support knowledge base development, identify customer trends, contribute to workflow optimization, participate in QA reviews, and assist in team-level coaching and training.

• High school diploma required; associate or bachelor’s degree preferred, or equivalent customer-facing support experience.
• 3–5+ years in customer support, call center operations, e-commerce support, or escalation handling. Experience resolving logistics, shipping, or subscription-related issues is preferred.
• Excellent verbal and written communication skills with the ability to manage sensitive, escalated, or high-value customer scenarios.
• Proficiency with CRM or helpdesk systems such as Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk, or similar tools widely used in e-commerce.
• Strong analytical and problem-solving abilities, including comfort identifying trends across tickets, order data, or logistics workflows.
• Strong reliability and accountability in meeting service level expectations and operational deadlines.
• Experience supporting order management systems, fulfillment workflows, return/exchange processes, or marketplace platforms (Shopify, Amazon, etc.) is a plus.
• Comfort mentoring junior representatives and contributing to QA, documentation, or process improvements.

Create your profile today to be considered!

This full-time position offers a salary range of $55,000 to $72,000+ annually, plus performance-based bonuses tied to quality metrics, customer satisfaction, and operational performance.

Register as a job seeker via Account Makers. Once you create your candidate profile, you’ll be submitted for this opportunity and future openings aligned with your experience. Don’t miss your chance!

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