Customer Experience Agent

New

Skills

Collaboration Critical Thinking Customer Support Empathy Intercom Investigative Judgment Kustomer Sports Cards Knowledge Trust & Safety Zendesk

As a Customer Experience Agent focused on High Value Items, you will investigate complex cases to ensure fair resolutions for both buyers and sellers. This role demands strong investigative judgment and the ability to communicate empathetically in high-stakes scenarios, while working through queues and maintaining service level agreements (SLAs).

Key Responsibilities
  • Investigate complex high-value item cases end-to-end for fair resolutions.
  • Determine fair value for missing or incorrect items to support reimbursements.
  • Manage queues and backlogs while maintaining quality and SLAs.
  • Provide empathetic support to buyers and sellers, ensuring both feel heard.
  • Escalate urgent actions or billbacks to managers or Slack channel.
  • Collaborate with CatEx and TnR on escalated or SEV cases.
  • Weekend availability required.
Required Skills & Qualifications
  • 2+ years in Support or Trust & Safety handling email and/or chat.
  • Strong investigative judgment; able to assess incomplete or conflicting information.
  • Excellent collaboration with TnR, CatEx, Policy, and CX teams.
  • Critical thinking skills; adapt beyond SOPs for unique cases.
  • Clear and empathetic communicator in high-stakes scenarios.
  • Experience with Zendesk, Kustomer, or Intercom.
  • Knowledge of sports cards is a plus.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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