Complaint Specialist

Chrono24; Miami (FL); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Chrono24 is seeking a customer care professional to resolve complex complaints and ensure a smooth transaction flow for buyers and sellers. You will analyze cases, collaborate with Legal, Growth, and Product teams, and contribute to process improvements while engaging with an international, time-zone-spanning team.

Ideal candidates have strong communication skills, experience in ecommerce or fintech support, and a keen interest in watches and luxury products.

Qualifications

• Experience in customer service and complaint management, ideally in ecommerce or marketplace environments.
• Fluent English, both written and spoken.
• Ability to assess complex cases and make data-informed decisions.
• Familiarity with CRM or ticketing systems (e.g., Zendesk).

Responsabilités

• Handle and resolve customer complaints via ticketing system and phone with professionalism.
• Ensure smooth and transparent transaction flow for buyers and sellers.
• Analyze cases to find balanced, impartial solutions.
• Collaborate with Customer Care, Legal, and Growth to achieve best outcomes.
• Identify recurring issues and propose process improvements for QA.
• Share user feedback insights with Product Management to optimize platform.
• Participate in the international team culture across time zones.

Connaissances

Customer service

Complaint management

English fluent

CRM systems

Analytical thinking

Team collaboration

Outils

Zendesk

Description du poste

About

As part of our Operations team, you’ll play a key role in ensuring trust and satisfaction among our global community of watch enthusiasts, buyers, and sellers. You’ll take ownership of complex customer cases, resolve disputes with fairness and empathy, and represent Chrono24’s values in every interaction.

What you can expect

• Handle and resolve customer complaints via our ticketing system and on the phone - always with professionalism and composure.
• Ensure a smooth and transparent transaction flow supporting both buyers and sellers throughout the process.
• Analyze each case carefully to find impartial, well-reasoned solutions that balance user satisfaction and platform integrity.
• Collaborate closely with colleagues across Customer Care, Legal, and Growth Departments to achieve the best possible outcome for all parties involved.
• Contribute to quality assurance by identifying recurring issues, proposing process improvements, and helping refine our complaint management standards.
• Support Product Management by sharing insights from user feedback to help optimize our platform and processes.
• Participate actively in our international team culture - exchanging ideas, knowledge, and best practices across time zones.

What sets you apart

• You bring experience in customer service and complaint management, ideally within an e-commerce, fintech, or marketplace environment.
• You’re confident communicating with customers - even in challenging situations - and have a strong service mindset.
• You can assess complex cases, analyze information critically, and make balanced, data-informed decisions.
• You're fluent in English, both spoken and written. Additional languages are a plus.
• You have an interest in watches and luxury products. You might not be an expert yet, but you’re curious to learn about watch brands, models, and the market and you enjoy talking about them with others.
• You’re a team player who thrives in an international and dynamic environment.
• You have solid computer literacy and learn new tools quickly - experience with CRM or ticketing systems (e.g., Zendesk) is a plus.
• You pay attention to detail, stay calm under pressure, and bring empathy, fairness, and structure to your work.

What we offer

At Chrono24, you’ll be part of a team that connects millions of watch lovers worldwide. We believe in transparent communication, fair decisions, and creating trust - not just between buyers and sellers, but also among our colleagues.

Here, You’ll Find

• An open, international work culture that values initiative and collaboration.
• Continuous learning through training sessions and product knowledge workshops.
• The chance to grow in an environment where expertise, empathy, and quality matter as much as results.

If you’re looking for a role that combines customer communication, analytical problem-solving, and a passion for watches - we’d love to hear from you.

Diversity@Chrono24: We believe in the power of diversity.

We stand for a dynamic company culture with flat hierarchies and strong team spirit. We are growing fast - and love pushing beyond our limits. By actively shaping our future, we create an inspiring and attractive work environment.