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

Legitmark, Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Legitmark, Inc. is seeking a Customer Experience & Operations Specialist to support the US market remotely. You will review authentication items, own end-to-end escalations, and assist US customers across email and channels with timely, accurate responses.

You'll partner with authenticators, category leads, and product/engineering for deeper investigations, while documenting patterns and refining playbooks as volume grows. Based in US, you will help scale operations and maintain quality.

Qualifications

• Minimum 2+ years in customer support, CX, or operations in a high-volume setting.
• Strong written communication, calm and precise with customers and teammates.
• Able to work across internal tools and queues with context switching.
• Good judgment on prioritization and escalations; know when to involve specialists.
• Bias toward documentation and process improvement beyond ticket by ticket firefighting.
• Able to work asynchronously and stay organized across multiple threads.
• Based in the US (or authorized to work remotely from the US) and able to cover US hours.

Responsibilities

• Review and process authentication items in our US queue with high quality and speed.
• Own escalations end-to-end: investigate, gather context, route, and resolve.
• Support US customers via email and other channels—submissions, results, questions, follow-ups.
• Partner with authenticators, category leads, and product/engineering for deeper investigations.
• Document patterns from escalations and support tickets to improve processes and guidance for the US market.
• Maintain and refine ops playbooks, queues, and handoff standards as volume grows.
• Flag recurring friction (photo quality, SLA misses, unclear policies) and propose fixes.

Skills

Customer support

Written communication

Prioritization

Remote work

Organization

Escalation handling

Tools

Intercom

Zendesk

HubSpot

Job description

Customer Experience & Operations Specialist (US)

Customer Experience / Operations – Remote (US)

About the role

In this role, you'll:

• Review and process authentication items in our internal workflows for the US 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 US 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 US 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 — 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 US (or authorized to work remotely from the US) and comfortable covering US 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
• Bilingual skills for supporting a global customer base

About Legitmark