Customer Support Specialist

Infinite Edge • New York City, NY

13d

About The Position

We're hiring a Customer Support Specialist (Day Shift) to be the front line for customer complaints and issues — someone who doesn't just log tickets, but actually works through problems to a real resolution.

Requirements

• Prior customer support/service experience, ideally handling escalations or complaints directly
• Comfortable working the phone, not just email/chat — this role requires real-time customer calls
• Strong problem-solving skills — able to actually resolve issues, not just triage them
• Clear, professional written and verbal communication
• Available for day shift hours

Nice To Haves

• Experience at a high-growth startup or consumer/e-commerce company.
• Experience supporting customers around watches, luxury goods, collectibles, or mystery box / randomized-value products.
• Comfort handling complaints tied to product authenticity, value discrepancies, or shipping issues — common in watch commerce.
• Bilingual or multilingual, given a broad customer base.

Responsibilities

• Field and resolve customer complaints across multiple channels
• Diagnose the root cause of issues and figure out actual solutions, not just scripted responses
• Proactively reach out to customers via email and phone to follow up on issues and resolutions
• Track recurring complaint patterns and flag them to the team
• Maintain a professional, empathetic tone while handling frustrated customers
• Work day shift hours

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed