Senior Customer Support Specialist – B2C
Core
Deliver exceptional customer experience for a global baby product brand by providing expert product guidance, resolving complex enquiries, and coaching the B2C support team.
Role type
Senior Customer Support Specialist (B2C)
Builds
Customer support operations and team performance for a baby product brand
Domain
E-commerce / Retail / Consumer Goods (Baby Products)
Deliverable
client delivery
Required skills
B2C customer support experience, ticketing platform proficiency (Gorgias/Zendesk), team coaching, complex query resolution, process improvement, written and verbal communication
Preferred skills
Baby industry experience, experience with parent/child audiences
Technologies
Gorgias, Zendesk
Responsibilities
Answer customer enquiries across email, phone, and digital channels; provide expert product guidance; act as senior escalation point for complex queries; report on recurring customer themes; refine support processes
Seniority
Senior, hands-on IC with team leadership