Customer Service Agent

Zohorecruit; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Team Up is seeking an experienced Customer Service Escalation Specialist for a remote role. You will handle complex escalations, collaborate with first-level support, carriers, and warehouse teams, and assist with admin tasks for B2B customers.

Fluent English, minimum 3 years in customer service, and strong problem-solving skills are required. Evening hours align with 2:00 PM–10:30 PM German time, with potential work on Georgian public holidays.

Qualifications

• Minimum 3 years in customer service or a related role.
• Fluent English written and spoken.
• Experience handling complex customer issues or escalations.
• Willingness to work evening hours (2:00 PM–10:30 PM German time).

Responsibilities

• Handle escalations that cannot be resolved by first-level support.
• Investigate and resolve complex customer issues.
• Provide timely updates to customers throughout the resolution process.
• Coordinate with carriers, warehouse teams, and internal departments.
• Assist with admin tasks for B2B customers and document cases accurately.

Skills

Customer service

Escalation management

Communication

Time management

Tools

Zendesk

Job description

At Team Up, we help top talents from the Caucasus region land dream jobs and work remotely for international companies. Our job openings typically cover positions in Operations, HR, Sales, Marketing, and Design, and they may be part-time, full-time, or freelance roles.

Our headquarters are in Georgia and our talent network includes top professionals from Armenia, Georgia, Turkey, and Azerbaijan, creating a diverse and dynamic community.

Job Description

This is a remote position.

We are looking for an experienced Customer Service Escalation Specialist to handle complex customer issues that cannot be resolved by the first-level support team.

You will work directly with the Managing Director and act as an important link between customers, first-level support, carriers, warehouse teams, and other internal functions. In addition to resolving escalated cases, you will support administrative processes for B2B customers and contribute to improving customer service procedures.

Your Duties:

• Handle customer service escalations that cannot be resolved by first-level support.
• Investigate complex customer issues and ensure timely resolution.
• Communicate directly with customers and provide clear updates throughout the resolution process.
• Work with carriers on claims related to lost or damaged parcels.
• File and follow up on investigations for missing or unsuccessful deliveries.
• Coordinate with warehouse and first-level support teams to resolve customer issues.
• Support administrative tasks for B2B clients, including scheduling carrier pickups and following up on unsuccessful pickups.
• Prepare and manage export and shipping documentation.
• Act as the interface between customers and internal teams or external service providers.
• Advocate for customer needs when processes and procedures are being reviewed or improved.
• Identify recurring issues and contribute to improving customer service processes.
• Assist the Managing Director with relevant administrative tasks.
• Maintain accurate records and ensure cases are properly documented.
  

Requirements

• Minimum 3 years of relevant experience in customer service, customer support, or another customer-facing role.
• Proven experience handling complex customer issues or escalations.
• Fluent English, both written and spoken.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to work effectively in a fast-paced environment.
• Strong problem-solving and customer-focused mindset.
• Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time.
• Willingness to work on Georgian public holidays.
• Experience with Zendesk or another CRM/customer service platform is a plus.
• Ability to collaborate effectively with customers, carriers, warehouse teams, and internal departments.