Role Overview
We’re looking for a Customer Experience Agent to support our livestream shopping platform during overnight hours. You’ll play a key role in ensuring users have a smooth, reliable experience by addressing inquiries and resolving issues related to payments, order fulfillment, and shipping. Your work directly impacts customer trust and platform integrity.
Key Responsibilities
- Respond to customer inquiries via chat and email with a focus on empathy, clarity, and resolution speed.
- Diagnose and resolve issues involving transactions, account access, order status, and delivery problems.
- Develop deep knowledge of platform features, policies, and internal tools to provide accurate support.
- Collaborate with product, operations, and engineering teams to escalate and troubleshoot complex cases.
- Identify recurring issues and suggest improvements to reduce customer effort and prevent future contacts.
What You’ll Need
- Availability to work overnight hours (8 PM – 5 AM PST) and weekends.
- At least two years of experience in customer support, preferably in email or chat-based roles.
- Familiarity with e-commerce platforms and marketplace dynamics.
- Hands-on experience with support systems such as Zendesk, Kustomer, or Intercom.
- A natural drive to solve problems and improve processes, not just address symptoms.
- A mindset centered on customer advocacy and long-term satisfaction.
Nice to Have
- Background in collectibles, livestreaming, or online communities.
- Some college coursework or a completed degree.
- Experience working in a startup environment with evolving processes.
Work Environment
This role supports remote work with flexibility to operate from home or a global office location. Employees based near Phoenix, AZ are expected to occasionally commute to the local hub. The company supports distributed work with allowances for home office setup, internet, and mobile use.
Benefits
- Comprehensive health coverage (medical, dental, vision)
- Generous paid time off and 16 weeks of paid parental leave
- Gradual return-to-work option after parental leave
- Monthly wellness and home office stipends
- Childcare and family planning support allowances
- 401k plan with employer match up to 4% of salary (US) or pension plans internationally
- Monthly credit to use on the platform
- Retirement savings options with Roth and Traditional accounts
Company Culture
Our team values action, curiosity, and adaptability. We stay close to the product and the people who use it, prioritizing results over recognition. You’ll thrive here if you’re self-motivated, comfortable learning on the fly, and eager to grow in a fast-paced setting. Everyone is expected to step in where needed, regardless of title.
Equal Opportunity Employer
We are committed to equal employment opportunities regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or other protected status under local law.
