Senior Customer Support Representative
Posted:
Position: Senior Customer Support Representative
Date Posted: July 15, 2026
Industry: E-Commerce | Customer Support | Customer Success | Retail Technology
Employment Type: Full Time
Experience: 3–5+ Years in Customer Support, Call Center Operations, E-Commerce Support, or Escalation Handling
Qualification: High School Diploma Required; Associate or Bachelor’s Degree Preferred
Salary: $55,000–$72,000+ per year
Location: Los Angeles, California, United States
Company: AccountMakers
Description:
AccountMakers is hiring experienced Senior Customer Support Representatives for a growing e-commerce organization. This full-time opportunity is designed for professionals who excel at resolving complex customer issues, managing escalated cases, and delivering high-quality support experiences.
The successful candidate will handle priority customer interactions, including billing concerns, order issues, account-related requests, and fulfillment challenges. This role requires strong judgment, problem-solving abilities, and the confidence to support VIP customers while collaborating with multiple internal teams to deliver effective solutions.
Senior representatives will also contribute to process improvements, customer support strategies, knowledge base development, and team-level coaching initiatives. This is an excellent opportunity for customer support professionals looking to grow within a fast-paced e-commerce environment.
Key Responsibilities:
• Manage escalated customer inquiries through phone, email, chat, and other support channels.
• Resolve complex order, billing, account, shipping, and fulfillment-related issues.
• Support VIP and high-priority customers with timely and accurate solutions.
• Handle retention-focused customer interactions and identify upselling opportunities when appropriate.
• Perform root-cause analysis to identify recurring customer issues and improvement areas.
• Collaborate with fulfillment, marketing, product, and operations teams to resolve customer concerns.
• Analyze customer trends and contribute to workflow optimization.
• Assist with knowledge base updates, documentation, and support process improvements.
• Participate in quality assurance reviews and support team coaching activities.
Requirements:
• High School Diploma required; Associate or Bachelor’s Degree preferred.
• 3–5+ years of experience in:
• Customer support, call center operations, or e-commerce support.
• Escalation management and complex customer issue resolution.
• Logistics, shipping, subscription, or order management support.
• Strong verbal and written communication skills.
• Excellent problem-solving and analytical abilities.
• Experience with CRM or helpdesk platforms such as:
• Zendesk, Gorgias, Salesforce Service Cloud, Freshdesk, or similar systems.
• Knowledge of:
• Order management systems and fulfillment workflows.
• Return and exchange processes.
• Marketplace platforms such as Shopify or Amazon.
• Ability to manage high-volume support environments while maintaining service quality.
• Experience mentoring junior representatives and contributing to QA or process improvements is preferred.
• Strong reliability, accountability, and ability to meet service expectations.
Benefits:
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) plan.
• Additional employee benefits
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