Complaint Specialist

Chrono24 GmbH; Miami (FL); On-site; USD 52,000 - 80,000; Full time

Job summary

Chrono24 GmbH is seeking a dedicated Customer Care professional in Miami to resolve complex customer disputes with fairness and empathy. You will balance user satisfaction with platform integrity, coordinating with Legal, Growth, and Product teams to improve processes.

Ideal candidates have ecommerce or marketplace experience, a strong service mindset, and excellent English communication skills. A passion for watches and luxury goods is a plus, with a team oriented in an international

Qualifications

• Experience in customer service and complaint management in ecommerce or marketplace settings.
• Strong service mindset and ability to handle difficult customer interactions.
• Ability to assess complex cases and make data-informed decisions.
• Fluent in English, both spoken and written.
• Interest in watches and luxury products.
• Team player in an international, dynamic environment.
• Solid computer literacy; ability to learn tools quickly; CRM experience a plus.

Responsibilities

• Handle and resolve customer complaints via ticketing system and phone with professionalism.
• Ensure a smooth and transparent transaction flow for buyers and sellers.
• Analyze cases to find balanced, impartial solutions.
• Collaborate with Customer Care, Legal, and Growth to improve outcomes.
• Contribute to quality assurance by identifying recurring issues and refining processes.
• Support Product Management with user feedback insights.
• Participate in an international team culture across time zones.

Skills

Customer service

Complaint management

Service mindset

Analytical thinking

English fluency

Team player

Zendesk experience

Attention to detail

Tools

Zendesk

Job description

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 Departmentsto 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 connectsmillions 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.