Customer Support Associate

Job Summary

Acting as a subject matter expert in order issue resolution, the part-time Customer Support Associate will manage escalated customer issues, monitor ticket queues, and collaborate with internal teams to ensure timely and effective support in a remote environment.

Key responsibilities

• Monitor and prioritize the ticket queue to ensure compliance with service level agreements (SLAs)
• Triage and resolve escalated customer issues, investigating root causes and communicating resolutions effectively
• Support the customer support team by answering process questions and contributing to standard operating procedures and documentation

Required qualifications

• 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
• Demonstrated experience handling complex customer escalations and high-priority issue resolution
• Strong working knowledge of fulfillment processes including order management and shipping
• Experience with warehouse ticketing systems or ERP platforms
• Proven ability to manage multiple open issues while maintaining accuracy and attention to detail