Customer Experience & Operations Specialist (EU) Customer Experience / Operations Remote (EU) View role

Legitmark; Union (NJ); Remote; USD 46,000 - 70,000; Full time

Job summary

Legitmark is seeking a Customer Experience & Operations Specialist (EU) to support customers and optimize EU workflows. This remote EU position focuses on handling escalations, documentation, and cross-functional collaboration with authenticators, category leads, and product/engineering.

You will process authentication items, track issues, and communicate clearly with customers while maintaining high quality and timely responses.

Qualifications

• 2+ years in customer support, customer experience, operations, or a similar high-volume service role.
• Strong written communication in English — clear, calm, and precise with both customers and internal teammates.
• Comfort working across internal tools and queues while context-switching to live customer issues.
• Sound judgment on prioritization, escalations, and when to pull in specialists.
• A bias toward documentation and process improvement, not just ticket-by-ticket firefighting.
• Ability to work asynchronously and stay organized across multiple open threads.
• Based in the EU (or authorized to work remotely from the EU) and comfortable covering European business hours.
• Comfort with ambiguity and a bias toward action.

Responsibilities

• Review and process authentication items in our internal workflows for the EU queue, keeping quality and turnaround times high.
• Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution.
• Support EU customers externally across email and other channels — submissions, results, account questions, and issue follow-ups.
• Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation.
• Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the EU market.
• Help maintain and refine ops playbooks, queues, and handoff standards as volume grows.
• Flag recurring friction and propose practical fixes.

Skills

Customer support

English writing

Prioritization

Documentation

Remote work

EU work eligibility

Multitasking

Tool familiarity

Tools

Intercom

Zendesk

HubSpot

Job description

Customer Experience & Operations Specialist (EU)

Customer Experience / Operations – Remote (EU)

About the role

In this role, you'll:

• Review and process authentication items in our internal workflows for the EU queue, keeping quality and turnaround times high
• Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution
• Support EU customers externally across email and other channels — submissions, results, account questions, and issue follow-ups
• Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation
• Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the EU market
• Help maintain and refine ops playbooks, queues, and handoff standards as volume grows
• Flag recurring friction (photo quality, SLA misses, unclear policies) and propose practical fixes

Your first 45 days

• Day 14: Fluent in the queue. You're processing items confidently, handling common escalations, and responding to customers with Legitmark's voice and standards.
• Day 30: Closing the loop. You're owning escalations end-to-end with minimal handholding, and customers and internal partners trust you to drive resolution.
• Day 45: Raising the bar. You've identified at least one recurring ops or CX pain point and shipped a clearer process, template, or handoff that reduces repeat work.

We're looking for someone with:

• 2+ years in customer support, customer experience, operations, or a similar high-volume service role
• Strong written communication in English — clear, calm, and precise with both customers and internal teammates
• Comfort working across internal tools and queues while context-switching to live customer issues
• Sound judgment on prioritization, escalations, and when to pull in specialists
• A bias toward documentation and process improvement, not just ticket-by-ticket firefighting
• Ability to work asynchronously and stay organized across multiple open threads
• Based in the EU (or authorized to work remotely from the EU) and comfortable covering European business hours
• Comfort with ambiguity and a bias toward action

Nice to have:

• Background in resale, marketplaces, luxury goods, sneakers, or trust-and-safety / authentication
• Experience with helpdesk or CRM tools (Intercom, Zendesk, HubSpot, or similar)
• Familiarity with Slack-based ops workflows and lightweight ticketing / queue systems
• Additional European language skills (e.g. French, German, Italian, Spanish, Dutch) for supporting regional customers

About Legitmark