Customer Support Specialist

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

Our Mission

Everyone remembers the feeling of opening something they didn't expect to love at first but ended up wearing everyday. At IcyBox, we're building on that feeling and turning the thrill of the unknown into a business that scales. What started as a fast-moving watch commerce and mystery box company is becoming something bigger: a durable consumer brand that people trust, return to, and talk about. We move quickly, we sweat the details, and we're not afraid to build the plane while flying it. If you want to be close to the center of a company still writing its own playbook, this is that kind of place.

Our Values

• Move Fast, Build Right: Speed matters, but so does the thing you're building. We'd rather ship today and fix tomorrow than sit on something perfect and late.

• Own the Gap: When nobody owns it, that's exactly where we lean in. Ambiguity isn't an excuse to wait, it's an invitation to lead.

• Clarity Is a Gift: Messy information helps no one. We turn noise into options, options into decisions, and decisions into action.

• Trust Over Title: Influence here comes from follow-through, not org-chart position. The best ideas win regardless of who's in the room.

• Say the Real Thing: Hard conversations happen early and directly, because that's what actually moves things forward.

• Do the Unglamorous Work: From a spreadsheet to a vendor call to a hiring process to a board memo, no task is beneath getting the company where it needs to go.

About the Role

We're hiring a Customer Support Specialist (Day Shift) to be the front line for customer complaints and issues — someone who doesn't just log tickets, but actually works through problems to a real resolution.

What You’ll Do

• Field and resolve customer complaints across multiple channels

• Diagnose the root cause of issues and figure out actual solutions, not just scripted responses

• Proactively reach out to customers via email and phone to follow up on issues and resolutions

• Track recurring complaint patterns and flag them to the team

• Maintain a professional, empathetic tone while handling frustrated customers

• Work day shift hours

What We’re Looking For

• Prior customer support/service experience, ideally handling escalations or complaints directly

• Comfortable working the phone, not just email/chat — this role requires real-time customer calls

• Strong problem-solving skills — able to actually resolve issues, not just triage them

• Clear, professional written and verbal communication

• Available for day shift hours

Nice to Have

• Experience at a high-growth startup or consumer/e-commerce company.

• Experience supporting customers around watches, luxury goods, collectibles, or mystery box / randomized-value products.

• Comfort handling complaints tied to product authenticity, value discrepancies, or shipping issues — common in watch commerce.

• Bilingual or multilingual, given a broad customer base.