Senior Customer Support Representative

Are you an experienced problem-solver who excels at managing complex customer issues with professionalism and accuracy? 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. 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.

This is a full-time position supporting escalated cases, process improvements, and high-volume support operations.

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.

• 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.
• High school diploma required; associate or bachelor's degree preferred, or equivalent customer-facing support experience.

This full-time position offers a salary range of $55,000 to $72,000+ annually, plus full benefit options including health, vision, dental, 401k and other benefits.

Account Makers is redefining how companies scale revenue and customer-facing teams by providing on-demand access to top sales, customer success, and support talent. We connect high-growth organizations with the leaders and teams they need, exactly when they need them. Learn more at