eBay
eBay Live Support Specialist
RemoteUnited States, Jersey only
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
- Company size
- Enterprise
$37.2k–$73.2k/yr
Check eligibility
Open to US, JE only. Set where you work from to check your eligibility.
No BS summary
Customer support specialist with 3+ years of service experience, preferably in e-commerce, live commerce, auctions, payments, or collectibles. Must work 2:30 p.m.–11:00 p.m. ET, evenings/weekends, and stay later when auctions require it. Remote role tied to New Jersey/US; no U.S. visa sponsorship.
Optional skills
eBay LiveeBay Seller HubGenesysGoogle WorkspaceMicrosoft ExcelStripeSprout SocialJotform
What you'll do
- Serve as the primary Customer Support contact during eBay Live shows and related live-selling events.
- Monitor live-stream comments and chat, answer customer questions, and 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, or other customer-impacting problems during live events.
- Coordinate with Production, Logistics, Operations, and other internal teams regarding show schedules, item readiness, customer concerns, and order fulfillment.
- Document recurring customer questions, technical issues, and feedback to help improve future eBay Live events.
- Provide professional support to buyers and consignors through phone, email, chat, and other assigned support channels.
- Assist customers with Goldin account access, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order-related concerns.
- Handle assigned customer issues from initial contact through final resolution, advancing complex or high-risk matters when appropriate.
- Support post-sale transactions by helping ensure invoices are accurate, following up on declined or outstanding payments, and coordinating 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 the auction closes when additional coverage is required.
- Prioritize time-sensitive customer concerns that could affect participation during auction close, including bidding access, payment-method requirements, bid limits, and site functionality.
- Monitor active auctions for customer-impacting issues and communicate urgent concerns to Customer Support leadership, Product, Technology, or Operations.
- Maintain accurate records of customer interactions, actions taken, and final outcomes.
- Share recurring customer concerns and operational trends with leadership to support process improvements.
- Meet established expectations for quality, productivity, customer satisfaction, response times, attendance, and schedule adherence.
What they require
- 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 lead multiple conversations, systems, and priorities while maintaining accuracy.
- Strong ownership of customer issues and the 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, including the ability to remain beyond 11:00 p.m. when an auction or live event requires additional coverage.
- Preferred: Knowledge of the collectibles industry or an interest in learning the hobby is preferred.
Benefits
- The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable).
- Full range of medical, financial, and/or other benefits.
- 401(k) eligibility.
- Various paid time off benefits, such as PTO and parental leave.
American multinational internet corporation that manages eBay.com
Details
Visa sponsorshipNo
$37.2k–$73.2k/yr