Customer Experience Agent (Ecommerce)

TL;DR

Customer Experience Agent (Ecommerce): Managing user experience, order management, and problem solving for a livestream shopping platform with an accent on payment and shipment resolution. Focus on eliminating repeat contacts and improving overall customer satisfaction during the overnight shift.

Location: Must live within commuting distance of the Phoenix, AZ hub

Salary: $27.04 – $31.85 per hour

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy, sell, and discover collectibles and fashion.

What you will do

• Resolve customer issues regarding payments, orders, and shipments in a timely manner.
• Interact with buyers and sellers with a customer-first attitude to ensure a positive experience.
• Become an expert in hirify.global’s product, processes, and systems.
• Collaborate with other departments to research and resolve complex open questions.
• Identify opportunities to eliminate repeat contacts and optimize the customer journey.

Requirements

• Open to overnight shift from 8pm-5am PST
• Weekend availability required
• 2+ years of Support experience handling email and/or chat services.
• Understanding of E-commerce and Marketplace operations.
• Experience with systems such as Zendesk, Kustomer, or Intercom.
• Strong proactive problem-solving skills and a customer-first mindset.

Nice to have

• Knowledge of Collectibles.
• Previous start-up experience.
• Bachelor's degree or college experience.

Culture & Benefits

• Health insurance options including Medical, Dental, and Vision.
• 401k offering with employer match up to 4% of base salary.
• Home office setup allowance and monthly cell phone/internet allowance.
• Monthly wellness allowance and annual childcare allowance.
• 16 weeks of paid parental leave.
• Monthly budget to dogfood the app as a buyer and seller.