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

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
Bonus Qualifications:
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

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*

E-Commerce Customer Support Specialist

Key skills