Customer Experience Agent (Ecommerce)

TL;DR

Customer Experience Agent (Ecommerce): Resolving complex cases involving high-value transactions with an accent on dispute resolution and fair market value determination. Focus on investigating claims, coordinating between buyers and sellers, and identifying risk trends to improve marketplace trust.

Location: Must live within commuting distance of the Phoenix hub (Hybrid)

Salary: $24.04 – $28.85 per hour

Company

hirify.global is the largest livestream shopping platform in North America and Europe for buying and selling items across hundreds of categories.

What you will do

• Investigate complex high-value item cases end-to-end to ensure fair and timely resolutions.
• Determine fair market value for missing or incorrect items to support reimbursement decisions.
• Provide empathetic support to buyers and sellers while maintaining quality and SLA standards.
• Collaborate with Trust & Risk and CatEx teams on escalated or SEV cases.
• Identify trends in claims and seller behavior to proactively reduce marketplace risk.

Requirements

• Weekend availability required.
• Must live within commuting distance of the Phoenix hub.
• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions.
• Strong investigative judgment to assess conflicting information and make fair decisions.
• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom.
• Understanding of E-commerce and Marketplace operations.

Nice to have

• Knowledge of sports cards and trading cards.

Culture & Benefits

• Health insurance options including Medical, Dental, and Vision.
• Retirement 401k with employer match up to 4%.
• Home office setup allowance and monthly allowances for cell phone and internet.
• Wellness and annual childcare allowances.
• Generous time off policy and 16 weeks of paid parental leave.
• Monthly budget to "dogfood" the app as a buyer and seller.