Senior Customer Support Representative

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

Are you an experienced problem-solver who excels at managing complex customer issues with professionalism and accuracy? AccountMakers is actively recruiting Senior Customer Support Representatives for immediate hire on behalf of our hiring client, a fast-scaling company in the e-commerce space. Senior representatives will manage escalated customer inquiries, resolve complex order, billing, and account issues, navigate fulfillment and logistics-related problems, and serve as a direct point of contact for VIP or high-priority customers. This is a full-time position supporting escalated cases, process improvements, and high-volume support operations.

Responsibilities include handling multi-channel communication (phone, chat, email), overseeing retention or upsell-related support, performing root-cause analysis, and coordinating with fulfillment, marketing, product, and operations teams to ensure timely and accurate resolutions.

These roles require excellent judgment in de-escalation, prioritization, and navigating high-volume support environments common in e-commerce. You will also support knowledge base development, identify customer trends, contribute to workflow optimization, participate in QA reviews, and assist in team-level coaching and training.

What We’re Looking For:

• 3-5+ years in customer support, call center operations, e-commerce support, or escalation handling. Experience resolving logistics, shipping, or subscription-related issues is preferred.
• Excellent verbal and written communication skills with the ability to manage sensitive, escalated, or high-value customer scenarios.
• Proficiency with CRM or helpdesk systems such as Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk, or similar tools widely used in e-commerce.
• Strong analytical and problem-solving abilities, including comfort identifying trends across tickets, order data, or logistics workflows.
• Strong reliability and accountability in meeting service level expectations and operational deadlines.
• Experience supporting order management systems, fulfillment workflows, return/exchange processes, or marketplace platforms (Shopify, Amazon, etc.) is a plus.
• Comfort mentoring junior representatives and contributing to QA, documentation, or process improvements.
• High school diploma required; associate or bachelor's degree preferred, or equivalent customer-facing support experience.

Compensation

This full-time position offers a salary range of $55,000 to $72,000+ annually, plus full benefit options including health, vision, dental, 401k and other benefits.

Who We Are

AccountMakers is redefining how companies scale revenue and customer-facing teams by providing on-demand access to top sales, customer success, and support talent. We connect high-growth organizations with the leaders and teams they need, exactly when they need them. Learn more at accountmakers.com.