Customer Support Specialist - Zendesk (Marketplace) | UK Time, WFH

About the role

A growing marketplace business is hiring a full-time Customer Support Specialist to support both end users and business partners, working from home with UK time (3:00 PM to 12:00 AM PH time). The role covers phone, SMS, email and messaging channels, taking ownership of customer issues from enquiry to resolution.

Key responsibilities

• Handle enquiries in a high-volume environment and resolve issues accurately and in line with policy
• Communicate clearly with customers of varying English proficiency and adapt tone to each situation
• Respond to complaints and sensitive matters empathetically, and manage escalations with care and documentation
• Facilitate fair dispute resolution between customers and service providers and escalate performance concerns internally
• Identify process gaps and recommend improvements; help document workflows and maintain records of interactions and complaints
• Assist with monthly reporting, databases and registers, and share customer insights with stakeholders

Required profile

• Minimum 5 years of customer service experience, including phone support
• Minimum 3 years handling complaints, escalations or complex service issues
• Strong English, with fluency in written and spoken form
• Experience supporting Australian and UK customers preferred
• Experience in a marketplace or platform business and with Zendesk preferred

Required skills

• Phone-based customer support, complaint and escalation management
• Conflict resolution, negotiation and stakeholder management
• Data entry accuracy, time management and attention to detail
• Ability to work independently and remotely

What we offer

• HMO, dental and life insurance from day 1, with one free dependent
• Birthday, vacation, medical and maternity leave, plus up to 6 vacation credits convertible to cash
• Employee engagement events such as year-end party, family day and team building