Customer Experience Agent

Job Summary

Dedicated to resolving complex cases involving suspected counterfeit items, the full-time Customer Experience Agent will investigate buyer claims, collaborate with sellers, and ensure fair outcomes while working remotely with the option to commute to the Phoenix hub.

Key responsibilities

• Investigate complex counterfeit cases end-to-end to ensure fair and timely resolutions
• Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards
• Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed

Required qualifications

• 2+ years of Support or Trust & Safety experience handling email and/or chat interactions
• Strong investigative judgment to assess incomplete or conflicting information and make sound decisions
• Excellent collaboration skills to work effectively with cross-functional teams
• Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases
• Experience with customer-facing systems like Zendesk, Kustomer, or Intercom