Dedicated to resolving complex cases involving suspected counterfeit items, the full-time Customer Experience Agent will investigate buyer claims, collaborate with sellers, and ensure fair outcomes while working remotely with the option to commute to the Phoenix hub. Key responsibilities Investigate complex counterfeit cases end-to-end to ensure fair and timely resolutions Work efficiently through assigned queues and backlogs while maintaining quality and SLA standards Provide thoughtful, empathetic support to buyers and sellers, ensuring both parties feel heard and informed Required qualifications 2+ years of Support or Trust & Safety experience handling email and/or chat interactions Strong investigative judgment to assess incomplete or conflicting information and make sound decisions Excellent collaboration skills to work effectively with cross-functional teams Ability to think critically and adapt beyond standard SOPs for unique or high-visibility cases Experience with customer-facing systems like Zendesk, Kustomer, or Intercom
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