Customer Support Pro - Day Shift, Problem Solver

Infinite Edge, Inc; New York (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

IcyBox is seeking a Customer Support Specialist (Day Shift) to be the front line for customer issues, logging tickets and driving real resolutions across channels.

You’ll diagnose root causes, communicate clearly with customers by phone and email, and maintain a calm, empathetic tone while guiding cases to timely closure. Experience in fast-moving consumer startups and luxury goods is a plus.

Join a fast-paced culture that values speed, accuracy, and customer trust as we scale our brand.

Qualifications

• Prior customer support experience, including handling escalations or complaints.
• Comfortable making real-time phone calls in addition to email/chat.
• Strong problem-solving skills with ability to resolve issues.
• Clear, professional written and verbal communication.
• Available for day shift hours.

Responsibilities

• Field and resolve customer complaints across multiple channels.
• Diagnose root causes and deliver actual solutions, not scripts.
• Proactively reach out to customers via email and phone to follow up on issues and resolutions.
• Track recurring patterns and flag them to the team.
• Maintain a professional, empathetic tone with frustrated customers.
• Work day shift hours.

Skills

Customer support experience

Phone support

Problem solving

Written & verbal communication

Day shift availability

Job description

IcyBox is seeking a Customer Support Specialist (Day Shift) to be the front line for customer issues, logging tickets and driving real resolutions across channels.

You’ll diagnose root causes, communicate clearly with customers by phone and email, and maintain a calm, empathetic tone while guiding cases to timely closure. Experience in fast-moving consumer startups and luxury goods is a plus.

Join a fast-paced culture that values speed, accuracy, and customer trust as we scale our brand.