Customer Service Representative

unybrands; Venezuela; Presencial; VES 11.592.000 - 18.547.000; Jornada completa

Descripción de la vacante

unybrands is seeking a Customer Service Representative to support multiple brands across marketplaces and channels. You will resolve inquiries quickly, maintain product knowledge, and help improve processes to enhance the customer experience.

You will handle email, chat, phone, and social media with a customer-first mindset, collaborating with teams and using Zendesk and Shopify. Shifts cover early morning to late evening EST, including weekends, in a fast-paced, globally distributed environment.

Formación

• Experience in customer service, e-commerce, or a similar role.
• Excellent communication and problem-solving skills.
• A genuine customer-first mindset with empathy and professionalism.
• Strong attention to detail and ability to follow processes accurately.
• Comfortable learning and working across multiple systems and platforms.
• Ability to work independently, take ownership, and collaborate with a team.
• Adaptable, curious, and eager to learn and improve.

Responsabilidades

• Provide friendly, timely support via email, chat, phone, Zendesk, Amazon, TikTok Shop, Shopify, BOL, and social media.
• Investigate and resolve customer enquiries, following SOPs and marketplace processes.
• Manage tickets accurately, including labelling, macros, notes, and workflows.
• Support operational tasks such as replacements, refunds, invoices, and shipping labels.
• Maintain strong knowledge of our products, brands, policies, and platforms.
• Escalate complex issues with clear context and take ownership of follow-ups.
• Identify recurring customer issues, process gaps, and product or listing inaccuracies.
• Share feedback and ideas that improve workflows, tools, FAQs, and the overall customer experience.
• Use AI and new technologies to work efficiently and improve communication.

Conocimientos

Customer service

E-commerce

Communication

Problem solving

Detail oriented

Zendesk experience

Herramientas

Zendesk

Shopify

Amazon Seller Central

TikTok Shop

ShipStation

BOL

Descripción del empleo

Founded in 2020, unybrands is the next-generation brand accelerator platform built to acquire, integrate, and scale digital-first consumer brands. Headquartered in Miami, with offices in New York, London, Berlin, and Shenzhen, our 240+ team brings deep expertise across e-commerce, brand management, consumer retail, operational scaling, and M&A.

Since inception, we have acquired 30+ brands across Pet Care, Personal Care, Home Care, Supplements, Baby & Juvenile, Garden & Outdoor, Sports & Fitness, and Home & Lifestyle — completing 20+ acquisitions and delivering 16 consecutive quarters of like-for-like organic growth post-integration.

Our competitive advantage lies in a fully integrated operating system purpose-built to transform digital brands into omni-channel category leaders. Powered by a proprietary technology stack built on NetSuite ERP with 200+ data integrations, our platform enables brands to thrive across marketplaces, direct-to-consumer channels, and brick-and-mortar retail.

We focus on acquiring digital-first brands within carefully selected verticals, then applying tailored value creation playbooks that drive growth through innovation, expansion, and automation. We believe the next generation of consumer brands will be built differently — and we're building the AI-enabled retail tech platform to help them consolidate and win.

Our Mission

To deliver empathetic, efficient, and solutions-focused support that builds customer trust, drives satisfaction, and strengthens our multi-brand, multi-marketplace customer experience.

The Role

We’re looking for a Customer Service Representative to join our team and provide excellent support across multiple brands, marketplaces, and chanels. You’ll help customers resolve issues quickly and professionally, while also identifying opportunities to improve our processes and customer experience.

Working Hours

• Monday–Friday: 5:00 AM – 11:00 PM EST
• Saturday–Sunday: 6:00 AM – 9:00 PM EST
• Shift work is required, with individual shifts scheduled within these operating hours.

Key Responsibilities

• Provide friendly, timely support via email, chat, phone, Zendesk, Amazon, TikTok Shop, Shopify, BOL, and social media.
• Investigate and resolve customer enquiries, following SOPs and marketplace processes.
• Manage tickets accurately, including labelling, macros, notes, and workflows.
• Support operational tasks such as replacements, refunds, invoices, and shipping labels.
• Maintain strong knowledge of our products, brands, policies, and platforms.
• Escalate complex issues with clear context and take ownership of follow-ups.
• Identify recurring customer issues, process gaps, and product or listing inaccuracies.
• Share feedback and ideas that improve workflows, tools, FAQs, and the overall customer experience.
• Use AI and new technologies to work efficiently and improve communication.

What We’re Looking For

• Previous experience in customer service, e-commerce, or a similar role.
• Excellent communication and problem-solving skills.
• A genuine customer-first mindset with empathy and professionalism.
• Strong attention to detail and ability to follow processes accurately.
• Comfortable learning and working across multiple systems and platforms.
• Ability to work independently, take ownership, and collaborate with a team.
• Adaptable, curious, and eager to learn and improve.
• Experience with Zendesk, Amazon Seller Central, TikTok Shop, Shopify, BOL, or ShipStation is a plus.