CUSTOMER EXPERIENCE SPECIALIST (SELLERS)

Accountabilities • Own the seller support experience across chat and email, resolving questions and issues involving payouts, orders, shipping, disputes, and account access. • Investigate seller problems end to end by reviewing order, payment, shipping, and account information to identify root causes rather than simply addressing symptoms. • Provide timely support during live-selling events, remaining calm and responsive when sellers require immediate assistance. • Manage escalations effectively, providing Product and Engineering teams with clear context, relevant details, and actionable information. • Identify recurring problems and proactively flag patterns that could affect multiple sellers or create broader operational risks. • Use sound judgment to determine which issues can be resolved independently and which require involvement from another team. • Build strong knowledge of seller workflows, buyer interactions, payments, shipping, disputes, and internal support tools. • Maintain a high standard of communication by providing clear, warm, concise, and easy-to-understand responses. • Contribute to improving support processes and the overall seller experience as the platform and seller community scale. • After training, work weekends, including Saturdays and Sundays, as these are core periods for live-selling activity. Requirements • Previous experience in customer support, seller support, customer experience, or a similar customer-facing role, ideally within a marketplace, e-commerce business, or fast-moving startup. • Strong problem-solving and investigative abilities, with the confidence to dig into complex issues and determine their underlying cause. • Excellent written and spoken English, with the ability to explain challenging situations clearly, warmly, and without unnecessary jargon. • Ability to remain calm, organised, and focused while managing a busy support queue and time-sensitive customer issues. • Strong judgment and ownership, with the ability to make decisions independently while knowing when to escalate. • Willingness to work weekends after training, as weekend coverage is an essential part of the role. • Comfortable learning new systems, workflows, and tools quickly in a rapidly changing environment. • Experience with support platforms such as Zendesk or Intercom is an advantage. • Knowledge of payments, payouts, shipping, or logistics is a plus. • Interest in trading cards, collectibles, live commerce, or online marketplaces is beneficial but not required. Benefits • Remote contractor opportunity based in Brazil. • 29 days of paid time off, plus UK bank holidays. • A dedicated day off for your birthday. • Share options that provide an opportunity to participate in the organisation’s long-term success. • Meaningful ownership and autonomy from the beginning. • Opportunity to work alongside highly skilled, collaborative, and supportive teammates. • Exposure to a fast-growing live-commerce environment and the opportunity to help shape the future of online shopping. • Opportunity to contribute directly to systems and processes that influence the seller experience at scale. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1