Dedicated role
Customer Support Specialist
On marketplaces, support is not a cost centre — response time and defect rate are ranking inputs. This role keeps message SLAs, handles returns and escalations properly, and recovers negative reviews where recovery is possible. Trained on your tone, working in your helpdesk, under your brand.
What they own
Responsibilities
- 01Buyer and customer messaging within channel SLA
- 02Returns, refunds, replacements and claim handling
- 03A-to-z, chargeback and escalation management
- 04Negative feedback and review recovery outreach
- 05Order tracking, delivery chasing and proactive updates
- 06Support macro maintenance and FAQ upkeep
Hire this role when
Signals you need this role
- Response times slip at weekends and peak season
- Returns are handled by whoever sees them first
- Defect rate is affecting your account standing
Roles often staffed alongside
Need a customer support specialist?
Tell us the volume, the platforms and the hours you need covered. You will leave the call with a written team plan and a cost.
No obligation. No rate card until we understand the scope.