Senior Escalations Specialist — E-commerce Support

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

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