E-Commerce Customer Support Specialist (HYBRID)

InBody • Cerritos, CA

3d • $21 - $27 • Hybrid

About The Position

InBody is seeking an E-Commerce Customer Support Specialist to provide exceptional customer service across online marketplace channels, ensuring a seamless post-purchase experience. This role involves managing customer inquiries, resolving complex issues, supporting technical troubleshooting, coordinating returns and warranty claims, and maintaining proactive customer engagement. The specialist will also develop support documentation, monitor consumer feedback, and collaborate with internal teams and headquarters to improve products and processes. The ideal candidate is customer-focused, a problem-solver, and an optimistic self-starter with strong communication skills, excellent judgment, and the ability to stay organized in a fast-paced, entrepreneurial environment. This is a full-time, hybrid position based in Cerritos, CA, reporting to the E-Commerce Manager.

Requirements

• 1–3 years of experience in customer support, e-commerce operations, retail support, or a related field.
• Excellent written and verbal communication skills with a customer-first mindset.
• Strong problem-solving abilities and sound judgment when handling escalated customer situations.
• Ability to multitask and manage a high volume of inquiries while maintaining accuracy and professionalism.
• Detail-oriented with strong organizational and time management skills.
• Comfortable learning technical product information and troubleshooting consumer issues.
• Proficiency with Microsoft Office or Google Workspace and general computer applications.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

• Experience supporting customers through Amazon Seller Central, Walmart Marketplace, eBay, Shopify, or similar e-commerce platforms.
• Familiarity with CRM or help desk software such as Zoho (preferred), Zendesk, Salesforce, or comparable systems.
• Experience handling warranty claims, returns processing, or dispute resolution.
• Knowledge of consumer electronics, connected devices, or health technology products.
• Experience creating documentation, FAQs, or standard operating procedures.
• Previous exposure to technical troubleshooting or product support.
• Bilingual in Korean is a plus, but not required.

Responsibilities

• Manage daily customer inquiries across multiple e-commerce platforms, including Amazon Buyer-Seller Messaging, Walmart, eBay, and other online marketplaces.
• Maintain timely responses that meet marketplace service-level agreements and support account health and compliance requirements.
• Serve as the primary point of contact for customer inquiries received through alternative channels, ensuring all communications are routed through established support processes.
• Review and resolve complex customer issues, including warranty claims, replacement requests, partial refunds, and escalated disputes.
• Monitor and respond to public product reviews and customer feedback to protect brand reputation and improve customer satisfaction.
• Create and maintain customer education materials, FAQs, macro responses, and product guides to enhance the post-purchase experience and reduce return rates.
• Troubleshoot product, application, and connectivity issues while coordinating with Customer Service, Product Management, Quality Control, and other internal teams as needed.
• Coordinate product returns, warranty verification, fulfillment investigations, and return inventory tracking.
• Develop and maintain standardized operating procedures (SOPs) for E-Commerce customer support processes.
• Track recurring customer concerns, product defects, and application issues, and communicate findings to internal stakeholders and global headquarters to support continuous product improvement.

Benefits

• Medical (PPO), dental (PPO), vision (PPO), & life insurance
• Flexible spending account (FSA) and dependent care account (DCA)
• 401(k) plan with up to 3% company match
• Paid vacation and sick leave
• 11 annual paid holidays and paid time off for birthday
• Corporate wellness program, including gym membership reimbursement and monthly chiropractic and acupuncture services
• Discounted pet insurance
• Job-related training reimbursement

What This Job Offers

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