Overview
Senior Customer Support Associate Jobs in United States at RemoteHunter
Title: Senior Customer Support Associate
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization operates within the global digital sports industry, addressing the challenge of connecting sports fans with their passions through commerce, collectibles, and betting experiences. It provides a platform where fans can buy licensed sports merchandise, collect physical and digital trading cards and memorabilia, and participate in sports betting and gaming. The organization supports a vast network that includes about 900 sports properties, over 2,500 athletes and celebrities, and more than 2,000 retail locations worldwide, serving a customer base of over 100 million sports fans.
2. About the Opportunity:
The Senior Customer Support Associate role is focused on managing high-priority customer support issues and escalations across multiple channels including email, phone, chat, and social media. This position is critical for maintaining service quality by resolving complex inquiries and supporting tier 1 agents in real time. The role contributes to enhancing customer experience and operational stability in a fast-evolving digital collectibles environment, helping ensure consistent and professional handling of sensitive and executive-level cases.
3. Responsibilities:
• Respond to complex and high-priority customer contacts via email, phone, and chat with sound judgment.
• Manage escalations from internal teams, executive channels, and public platforms like X, Instagram, and Facebook.
• Handle escalated cases involving high-value or VIP collectors with discretion and urgency.
• Monitor and engage on social channels for brand- or executive-tagged posts to resolve issues promptly.
• Support global service operations by adjusting coverage during high volume periods.
• Provide guidance to Tier 1 agents to maintain workflow and best practices.
• Stay current on product releases, collector policies, and support tools.
• Identify and escalate systemic issues impacting the collector experience.
• Document case activity thoroughly for clear visibility and handoffs.
• Perform administrative tasks such as refunds, returns, and stock allocations following regional policies.
• Participate in process improvement initiatives by providing feedback on tools and workflows.
4. Requirements:
• At least 3 years of customer support or related experience, preferably in a fast-paced, high-volume setting.
• Strong knowledge of the trading cards and collectibles industry, including collector behavior and product lifecycles.
• Proven ability to resolve complex escalations professionally and empathetically.
• Experience with public-facing support and executive-level escalations preferred.
• Excellent written and verbal communication skills for managing sensitive conversations.
• Strong attention to detail with consistent documentation practices in CRM or case management systems.
• Proficient with multiple platforms and tools such as Genesys, Shopify, and Stripe.
• Skilled in Microsoft Word and Excel.
• Ability to work independently while supporting team priorities in a remote environment.
• Strong multitasking, prioritization, and time management skills.
• Availability for flexible scheduling including evenings, weekends, and peak periods.
• Willingness to provide peer support and engage in onboarding and process improvements.
5. Pay Range and Compensation Package:
• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
