Live Support Specialist

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🔥 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

Founded 1995

🛍️ eCommerce

👥 B2C

🏪 Marketplace

💰 Post-IPO Debt on 2022-11

eCommerce • B2C • Marketplace

eBay is a global eCommerce marketplace that allows individuals and businesses to buy and sell a wide variety of goods and services online. Founded in 1995, eBay provides a platform for auction-style sales as well as fixed-price listings, making it a go-to destination for shoppers looking for unique items. Its commitment to user experience includes features that enhance browsing, personalization of content, and seller tools to improve their market presence.

📋 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 • Help maintain a professional and positive community environment • Assist buyers with account access, bidding, purchases, payments, invoices, order status, and platform navigation • Identify and advance technical issues, transaction concerns, inappropriate activity, and other customer-impacting problems • Coordinate with Production, Logistics, Operations, and other internal teams • Document recurring customer questions, technical issues, and feedback • Support buyers and consignors through phone, email, chat, and other support channels • Assist with accounts, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order concerns • Handle customer issues from initial contact through final resolution • Support post-sale transactions, payments, invoices, and order fulfillment • 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 and partner teams • Maintain accurate records of customer interactions and outcomes • Share recurring concerns and operational trends to support process improvements • 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, 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 an auction or live event requires additional coverage • 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 • Remote work arrangement