Live Support Specialist

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $37.2k - $73.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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eBay

WebsiteLinkedInAll Job Openings

10,000+ employees

🛍️ eCommerce

🏪 Marketplace

💰 $1.1G Post-IPO Debt - eBay on 2022-11

eCommerce • Marketplace

eBay is a global online marketplace that connects buyers and sellers through auctions and fixed-price listings. The platform hosts consumer-to-consumer and business-to-consumer transactions across a wide range of categories, including collectibles and live-streamed commerce (eBay Live). eBay runs promotional events and charity auctions, maintains a worldwide office footprint with hybrid work options, and emphasizes community and economic opportunity for its users.

📋 Description

• Serve as the primary Customer Support contact during eBay Live shows and related live-selling events • Monitor live-stream comments and chat and answer customer questions • Assist buyers with account access, bidding, purchases, payments, invoices, order status, and platform navigation • Identify and escalate technical issues, transaction concerns, inappropriate activity, and customer-impacting problems • Coordinate with Production, Logistics, Operations, and other internal teams • Document recurring customer questions, technical issues, and feedback • Provide support to buyers and consignors through phone, email, chat, and other channels • Assist with Goldin account access, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order concerns • Handle customer issues from initial contact through resolution and escalate complex or high-risk matters • Support post-sale transactions, payment follow-up, and coordination with Finance, Collections, Logistics, and Operations • Serve as the designated Customer Support auction closer during the 2:30 p.m.–11:00 p.m. shift and remain available until auction close when required • Prioritize time-sensitive concerns affecting auction participation • Monitor active auctions and communicate urgent issues to leadership, Product, Technology, or Operations • Maintain accurate records of customer interactions and outcomes • Share recurring concerns and operational trends with leadership • Meet expectations for quality, productivity, customer satisfaction, response times, attendance, and schedule adherence

🎯 Requirements

• High school diploma or equivalent required • Three or more years of customer service experience • Experience preferably in e-commerce, live commerce, auctions, payments, or collectibles • Strong written and verbal communication skills • Ability to remain professional and make sound decisions in fast-paced customer-facing situations • Strong problem-solving, critical-thinking, and de-escalation skills • Ability to manage multiple conversations, systems, and priorities while maintaining accuracy • Strong ownership of customer issues and ability to work independently while collaborating across teams • Comfortable working on an Apple Mac and learning new technology and support platforms • Evening and weekend availability • Ability to remain beyond 11:00 p.m. when auction or live-event coverage requires it • Knowledge of the collectibles industry or interest in learning the hobby preferred • Experience with eBay Live, eBay Seller Hub, Genesys, Google Workspace, Microsoft Excel, Stripe, Sprout Social, Jotform, or similar platforms preferred • Remote roles are not eligible for U.S. visa sponsorship

🏖️ Benefits

• Target bonus (as applicable) • Restricted stock units (as applicable) • Medical benefits • Financial benefits • Other benefits • 401(k) eligibility • Paid time off (PTO) • Parental leave • Accommodation support for accessibility needs