Customer Support Specialist - Backfill (E-commerce)

TL;DR

Customer Support Specialist - Backfill (E-commerce): Providing real-time chat and email support for a gamified auction platform with an accent on user guidance, problem-solving, and technical troubleshooting. Focus on managing the bidding journey, resolving account issues, and maintaining high-energy brand communication.

Location: Permanent work from home

Company

An innovative gamified auction platform based in Surry Hills, NSW, revolutionizing online shopping through unique bidding experiences.

What you will do

• Provide real-time chat support to customers using the Intercom platform.
• Manage customer inquiries regarding bidding processes, account issues, and general platform navigation.
• Assist users with technical queries and resolve issues in real-time.
• Handle customer email correspondence routed through the Intercom system.
• Follow company SOPs and escalation procedures to ensure consistent service quality.
• Collaborate with team members during shift handoffs to ensure seamless 24/7 coverage.

Requirements

• Strong English written communication skills with excellent grammar and spelling.
• Ability to pass a typing speed test and English proficiency assessment.
• Reliable internet connection and computer setup for consistent remote work.
• Full availability to work 7-hour shifts as part of a rotating 24/7 schedule.
• Excellent customer service mindset and creative problem-solving abilities.

Nice to have

• Previous experience with Intercom or similar customer support platforms.

Culture & Benefits

• Permanent work from home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.
• Opportunity to join a fast-growing e-commerce startup at the ground floor.