Senior Customer Service Representative (Phone + Email | Zendesk)

About the Role

IceCarats is hiring more Senior Customer Service Representative to lead support quality across phone and email during U.S. business hours. This role is ideal for someone who can confidently handle escalations, resolve complex issues end-to-end, and keep support operations organized and consistent using Zendesk.

You’ll be trusted to make sound decisions, document accurately, and deliver a calm, professional customer experience.

Work Schedule (U.S. Business Hours):

Full-time coverage aligned with U.S. business hours (EST/CST/PST)
Exact shift will be finalized during hiring
Applicants must be comfortable working a consistent schedule aligned to U.S. time zones

Responsibilities:

*Handle inbound customer calls and Zendesk tickets with a strong focus on first-contact resolution
*Manage escalations: shipping delays, replacements, refunds, damaged items, address changes, and urgent customer issues
*Provide accurate product guidance and clearly communicate policies, timelines, and next steps
*Write clear follow-up emails and keep customers updated until resolution
*Maintain highly accurate documentation in Zendesk (ticket notes, tags, macros, internal comments)
*Collaborate with internal teams (operations, fulfillment, management) to resolve complex cases
*Identify recurring issues and recommend improvements to Zendesk workflows (macros, tags, routing, templates)
*Maintain quality standards for professionalism, accuracy, responsiveness, and customer satisfaction

Requirements:

*3+ years customer support experience (phone + email), ideally e-commerce
*Experience using Zendesk (or similar helpdesk; Zendesk preferred)
*Strong spoken and written English (clear, professional, and friendly)
*Excellent de-escalation, ownership, and problem-solving skills
*High attention to detail (customer info, addresses, order numbers, policy accuracy)
*Reliable high-speed internet with backup (mobile hotspot or secondary connection)
*Quiet home workspace suitable for calls

Nice to Have:

*Experience supporting online retail, jewelry, or luxury goods
*Experience with returns/refunds and shipment issue resolution
*Familiarity with marketplace support workflows (Amazon/eBay/Walmart)
*Experience mentoring or training other support agents

How to Apply:


Email the following to ----------
Resume (PDF preferred)
Short video introduction (45–90 seconds) including:
Your support experience + Zendesk experience
A difficult escalation you handled and how you resolved it
Your internet speed + backup plan
Your availability for U.S. business hours (and which time zone you cover best)
Qualified candidates will be contacted for an interview.