Customer Support Specialist

Support Specialist

XUP Brands is a dynamic and fast-growing company that manages a portfolio of e-commerce and Amazon FBA businesses. Our mission is to build on each brand's legacy, preserving their unique ethos while leveraging our digital marketing expertise to maximize growth and profitability.

We are seeking an experienced support specialist who thrives in a fast-paced e-commerce environment. You will act as the primary point of contact for our customers, assisting them seamlessly across multiple channelswith a strong emphasis on providing excellent, confident phone support. Since our support operations run on ReAmaze, prior experience with this platform is highly desired. If you know the ins and outs of online orders, shipping logistics, and you genuinely enjoy speaking with customers to solve their problems, this role is for you.

• Phone Support: Confidently answer inbound customer calls, providing friendly, patient, and highly effective real-time resolutions.
• ReAmaze Inbox Management: Efficiently navigate and manage customer inquiries across email, live chat, and social media directly within the ReAmaze platform, utilizing macros, rules, and internal notes effectively.
• Order Management: Navigate our e-commerce backend (e.g., Shopify, WooCommerce) to track orders, process returns, issue refunds, and manage exchanges.
• De-escalation & Problem Solving: Handle frustrated customers with empathy and professionalism, turning negative experiences into positive outcomes.
• Liaise with Internal Teams: Coordinate with the fulfillment, shipping, and product teams to investigate delayed shipments, missing packages, or inventory issues.
• Feedback Loop: Identify recurring customer issues or product flaws and report them to management to help improve operations and product quality.

Qualifications & Requirements

• Experience: 13 years of proven experience in customer support, specifically within the e-commerce industry.
• Helpdesk Expertise (ReAmaze): Hands-on, practical experience using ReAmaze is heavily preferred. You should be comfortable with its unified inbox, chat workflows, and integrations.
• Phone Proficiency: Highly comfortable handling live phone calls. Excellent vocal tone, active listening skills, and the ability to articulate solutions clearly.
• Technical Literacy: Strong familiarity with e-commerce platforms (Shopify, Magento, etc.) and how they integrate with customer service workflows.
• Communication Skills: Flawless written and verbal communication skills; ability to adapt tone to match the brand's voice.
• Problem-Solver: Resourceful and capable of thinking on your feet to resolve complex logistics or payment issues.

• Competitive compensation package.
• 10 local paid holidays and 10 paid days off.
• Opportunities for professional growth and development in a dynamic, high-growth environment.
• Health Insurance