Customer Service Specialist (E-commerce)

Location: Miami, United States; full-time onsite

Company

hirify.global operates a global marketplace connecting millions of watch enthusiasts, buyers, and sellers.

What you will do

• Handle and resolve customer complaints through a ticketing system and by phone.
• Support buyers and sellers throughout the transaction process and help maintain transparent, balanced outcomes.
• Analyze complex cases and resolve disputes with fairness, empathy, and attention to platform integrity.
• Collaborate with Customer Care, Legal, Growth, and Product Management teams.
• Identify recurring issues, support quality assurance, and improve complaint management standards.
• Share user feedback to help optimize platform processes and product experiences.

Requirements

• Experience in customer service and complaint management, preferably in e-commerce, fintech, or marketplace environments.
• Strong customer communication skills and a service-oriented mindset.
• Ability to analyze complex information and make balanced, data-informed decisions.
• Fluent spoken and written English and at least B2 German.
• Solid computer literacy and the ability to learn new tools quickly; CRM or ticketing-system experience is beneficial.
• Attention to detail, composure under pressure, empathy, fairness, and structured working habits.

Nice to have

• Experience with CRM or ticketing systems such as Zendesk.
• Additional language skills.
• Interest in watches, luxury products, brands, models, and the watch market.

Culture & Benefits

• Open, international work culture with an emphasis on initiative and collaboration.
• Flat hierarchies and strong team spirit.
• Training sessions and product knowledge workshops.
• Opportunities to grow in an environment where expertise, empathy, and quality are valued.