Senior Customer Support Lead (Ecommerce Escalations)

AccountMakers; Los Angeles (CA); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Other benefits

Job summary

AccountMakers is hiring a Senior Customer Support Representative to manage escalated inquiries in a fast-growing e-commerce setting. You will resolve complex order, billing, and account issues and serve as a direct contact for VIP customers.

The role supports multi-channel interactions (phone, chat, email), drives root-cause analysis, and coordinates with fulfillment, marketing, product, and operations to ensure timely resolutions. Mentoring and QA participation are expected.

Qualifications

• 3–5+ years in customer support, call center operations, e-commerce support, or escalation handling.
• Experience resolving logistics, shipping, or subscription-related issues.
• Proficiency with CRM or helpdesk systems like Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk.
• Strong analytical and problem-solving abilities, including trend identification across tickets, orders, or logistics.
• Reliability and accountability in meeting service level expectations and deadlines.
• Experience supporting order management systems and fulfillment workflows is a plus.
• Comfort mentoring junior representatives and contributing to QA and process improvements.
• High school diploma required; associate or bachelor's degree preferred or equivalent experience.

Responsibilities

• Handle multi-channel communication (phone, chat, email).
• Oversee retention or upsell-related support.
• Perform root-cause analysis to resolve issues.
• Coordinate with fulfillment, marketing, product, and operations to ensure timely resolutions.
• Participate in QA reviews and knowledge base development.
• Assist in team coaching and training.

Skills

Communication

Analytical thinking

Problem solving

Mentoring

Education

High school diploma

Associate or bachelor's degree preferred

Tools

Zendesk

Gorgias

Salesforce Service Cloud

Freshdesk

Job description

AccountMakers is hiring a Senior Customer Support Representative to manage escalated inquiries in a fast-growing e-commerce setting. You will resolve complex order, billing, and account issues and serve as a direct contact for VIP customers.

The role supports multi-channel interactions (phone, chat, email), drives root-cause analysis, and coordinates with fulfillment, marketing, product, and operations to ensure timely resolutions. Mentoring and QA participation are expected.