高级客户支持专员
Senior Customer Support Specialist
iLabs是一家总部位于斯里兰卡的全球软件产品工程公司，与美国硅谷有着深厚的渊源。我们提供世界级的解决方案，涵盖Web、电子商务、移动应用、AI/ML和云技术，服务于金融科技、教育科技、医疗科技、市场营销科技和酒店业等行业。秉承“成为推动人类进步的信息技术全球力量”的愿景，我们专注于交付创新且具有影响力的解决方案，赋能企业并创造世界上的有意义的改变。
凭借全球人才网络，我们为全球领先的科技公司打造敏捷的远程团队，包括硅谷的先驱者。我们的内部创业项目包括Cloud of Goods，一个快速发展的电子商务租赁市场，以及Xenia，一个为企业量身定制的现代网络平台。
在iLabs，我们致力于通过技术提升生活方式，并赋能合作伙伴更聪明、更快地扩展。我们的文化由创造力、创新、责任感、团队合作和全球影响力驱动，为你提供挑战常规、激发变革、真正产生影响的机会。
如果你准备突破界限，创造属于你的高光时刻，我们在这里助你实现。加入iLabs，成为更大事业的一部分。
职位简介
我们正在寻找一位高级客户支持专家，负责Cloud of Goods的客户支持工作，你将成为客户和服务合作伙伴在整个租赁过程中的主要联系人。你将与客户、合作伙伴及内部团队紧密协作，解决各类问题，提升运营表现，并提供无缝的全流程体验。
职责
客户支持
- 通过电话、电子邮件和在线聊天回应客户咨询。
- 提供有关订单、租赁、配送和政策的准确信息。
- 专业地并在SLA规定时间内解决客户投诉。
- 主动识别服务问题并协调及时解决。
- 准确记录客户互动和订单更新情况。
- 根据客户需求推荐合适的租赁产品。
- 提供卓越的客户体验，提高满意度和留存率。
合作伙伴成功
- 在合作伙伴完成入职后，作为其主要联系人。
- 协助合作伙伴进行支付设置、库存管理、账户配置和运营问题处理。
- 监控合作伙伴的订单接受率、履约表现、评分和服务质量。
- 安排并开展定期
查看英文原文
iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision “to become a global powerhouse in information technology to push humanity forward” we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.
With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.
At iLabs, we’re on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.
If you’re ready to break boundaries and create your defining moment, we’re here to make it happen. Be part of something bigger. Join iLabs.
About the Role
We are looking for a Senior Customer Support Specialist for Cloud of Goods who will serve as the primary point of contact for both customers and service partners throughout the rental journey. You will collaborate closely with customers, partners, and internal teams to resolve issues, improve operational performance, and deliver a seamless end-to-end experience.
Responsibilities
Customer Support
- Respond to customer inquiries via phone, email, and live chat.
- Provide accurate information regarding orders, rentals, deliveries, and policies.
- Resolve customer complaints professionally and within SLA.
- Proactively identify service issues and coordinate timely resolutions.
- Keep accurate records of customer interactions and order updates.
- Recommend suitable rental products based on customer needs.
- Deliver an outstanding customer experience that improves satisfaction and retention.
Partner Success
- Serve as the primary contact for partners after onboarding.
- Assist partners with payment setup, inventory management, account configuration, and operational issues.
- Monitor partner order acceptance rates, fulfillment performance, ratings, and service quality.
- Schedule and conduct regular operational check-ins with partners.
- Support partners in expanding into new cities and product categories.
- Train partners on new platform features, tools, and best practices.
- Escalate operational issues and collaborate with internal teams to drive resolution.
- Act as the voice of partners by identifying opportunities for product and process improvements.
Operations & Collaboration
- Coordinate between customers, partners, and internal teams to ensure successful order fulfillment.
- Manage multiple active orders while maintaining quality and response time standards.
- Follow company policies, quality standards, and operational procedures.
- Contribute to continuous improvements in customer and partner experience.
Shifts: 12 hours shift (USA Times)
Requirements
- 3+ years of experience in Customer Support, Customer Success, Partner Success, Account Management, or Operations.
- Excellent verbal and written English communication skills.
- Strong phone etiquette and customer handling skills.
- Exceptional problem-solving and conflict-resolution abilities.
- High level of empathy and customer-first mindset.
- Ability to multitask in a fast-paced environment.
- Experience working with CRM systems, ticketing platforms, and internal dashboards.
- Comfortable working with small businesses and external partners.
- Good understanding of e-commerce or marketplace operations.
- Knowledge of Stripe or similar payment platforms is an advantage.
- Prior experience supporting US-based customers and basic knowledge of US geography is a plus.
- Comfortable working night shifts aligned with US time zones.
Originally posted on Himalayas