Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Service Agent for a Research and Trade Marketplace Company
Is This YOU? Then We Want to Meet You!
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
Responsibilities
- Respond to customer inquiries via email, with occasional chat support.
- Communicate heavily with the warehouse and logistics teams to answer support tickets and resolve delivery issues.
- Manage user refunds and cash payouts through Stripe.
- Use shipping tools like Shippo to locate label information or manually generate labels when automated systems fail.
- Identify unique situations or missing Standard Operating Procedures (SOPs) and escalate them to management via Slack.
- Escalate technical tickets through Asana.
- Maintain high productivity and quality standards, aiming for 10 tickets per hour and a 90% Customer Satisfaction (CSAT) score.
Requirements
- Resourcefulness: Ability to find context independently and maintain a solution-oriented mindset.
- Clear Communication: Strong communication skills for interacting with both customers and internal team members.
- Analytical Skills: A "trendseeker" who notices patterns in issues and proactively raises them to management.
- Ability to understand user pain points and put yourself in the customer's shoes.
- 2 to 3 years of desktop support experience.
- Strong written English for US-based customers.
- Prior experience supporting an e-commerce or marketplace business.
- Proficiency with Zendesk (or similar helpdesks).
- Experience handling payment, refund, or payout-related inquiries.
- Strong attention to detail.
Tech Checklist – Gotta Have It!
- Experience with Zendesk is preferred, though experience with similar CRMs like Intercom or Front is acceptable.
- Exposure to collectibles, trading, or hobbyist communities.
- Experience supporting high-volume ticket environments (5,000+ tickets/month).
We Offer
- Opportunity to work in a fast-paced and supportive environment.
- Be part of a global, remote-first team.
- Professional growth and development opportunities.
About the Company
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
Working Conditions
- Work type: Full Time
- Department: Customer Service
- Location: Carmona, Philipines
- Hours: 40 hrs per week, 7 days per week, 9 AM - 6 PM EST
Ready to use your skills to deliver top-tier service in a fast-paced and supportive environment?
Click Here - Your First 30-60-90 Days at LTVplus: What to Expect
Note:
- Only shortlisted candidates will be contacted.
- Kindly fill out this Skills Assessment form.