Note: The job is a remote job and is open to candidates in USA. Infinite Edge is a company focused on creating a durable consumer brand that people trust. They are seeking a Customer Support Specialist to handle customer complaints and issues, ensuring resolutions are found rather than just logging tickets.
Responsibilities
- Field and resolve customer complaints across multiple channels
- Diagnose the root cause of issues and figure out actual solutions, not just scripted responses
- Proactively reach out to customers via email and phone to follow up on issues and resolutions
- Track recurring complaint patterns and flag them to the team
- Maintain a professional, empathetic tone while handling frustrated customers
- Work day shift hours
Skills
- Prior customer support/service experience, ideally handling escalations or complaints directly
- Comfortable working the phone, not just email/chat — this role requires real-time customer calls
- Strong problem-solving skills — able to actually resolve issues, not just triage them
- Clear, professional written and verbal communication
- Available for day shift hours
- Experience at a high-growth startup or consumer/e-commerce company
- Experience supporting customers around watches, luxury goods, collectibles, or mystery box / randomized-value products
- Comfort handling complaints tied to product authenticity, value discrepancies, or shipping issues — common in watch commerce
- Bilingual or multilingual, given a broad customer base
Company Overview