Customer Support Specialist - Zendesk (Marketplace) | UK | WFH (Zendesk)

Location: Work from home; no candidate location preference stated. UK schedule: 3:00 PM–12:00 AM Philippines time.

Company

Growing marketplace business serving end users and business partners.

What you will do

• Provide responsive customer support through phone, email, SMS, and messaging channels.
• Manage high-volume enquiries and take ownership of issues from initial contact through resolution.
• Handle complaints, sensitive matters, safety concerns, escalations, and disputes with empathy and sound judgment.
• Document customer interactions, resolutions, follow-up actions, databases, and internal registers accurately.
• Identify root causes, operational risks, process gaps, and improvement opportunities.
• Share customer insights, support monthly reporting, and collaborate with internal stakeholders.

Requirements

• At least 5 years of customer service experience, including phone-based support.
• At least 3 years of experience handling serious complaints, escalations, or complex service issues.
• Excellent written and verbal English communication skills across phone, email, chat, and SMS.
• Strong conflict resolution, negotiation, critical thinking, decision-making, and problem-solving skills.
• High attention to detail, accurate data entry, strong organization, and the ability to work under pressure.
• Ability to work independently in a remote environment and learn customer support platforms and new technologies.

Nice to have

• Experience supporting Australian or UK customers.
• Experience in a marketplace or platform-based business.
• Experience using Zendesk or similar customer support platforms.

Culture & Benefits

• Full-time work-from-home arrangement with a UK-aligned schedule.
• HMO, dental, and life insurance from day one, including one free dependent.
• Birthday, vacation, medical, and maternity leave benefits.
• Up to six vacation leave credits convertible to cash upon anniversary.
• Employee engagement activities including year-end parties, family days, and team-building events.