Senior Customer Support Representative – Los Angeles (Remote)

AccountMakers; Los Angeles (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

AccountMakers in Los Angeles is hiring Senior Customer Support Representatives to handle escalated inquiries in a fast-scaling e-commerce environment. You will manage multi-channel support (phone, chat, email), coordinate with fulfillment, marketing, product and operations to resolve issues, and support knowledge base development.

Candidates should have 3–5+ years in customer support or escalation roles, excellent communication, and experience with CRM/helpdesk tools such as Zendesk, Gorgias, or

Qualifications

• 3–5+ years in customer support, call center operations, e-commerce support, or escalation handling.
• Experience resolving logistics, shipping, or subscription issues is preferred.
• Excellent verbal and written communication for sensitive, escalated, or high-value scenarios.
• Proficiency with CRM/helpdesk systems such as Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk, or similar tools.
• Strong analytical/problem-solving abilities, including trend identification across tickets or order data.
• Reliability in meeting service levels and deadlines.

Responsibilities

• Handle multi-channel communication (phone, chat, email) for escalated cases.
• Oversee retention or upsell-related support as appropriate.
• Perform root-cause analysis on issues and coordinate with fulfillment, marketing, product, and operations.
• Identify customer trends and contribute to workflow optimization.
• Participate in QA reviews and assist in team coaching/training.

Skills

Customer support

Escalation management

Communication skills

Analytical thinking

Coaching & training

Multi-channel support

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.