Senior Customer Support Specialist

Exact Solution Electronics sp. z o.o. is growing rapidly, and we’re looking for a Senior Customer Support Specialist to strengthen our customer support operations across global eCommerce marketplaces. If you have strong hands-on experience and can take ownership of complex cases while supporting team performance, this role is for you.
Location: Remote (Pakistan)
Experience: 3–5 years
Industry: eCommerce / Marketplaces

What You’ll Be Doing
• Manage end-to-end customer support across platforms like Backmarket, Refurbed, Amazon, Kaufland, Pixmania & other EU/US marketplaces
• Handle high-volume support operations (50–100+ daily queries across channels)
• Take ownership of complex and escalated cases to ensure timely resolution
• Manage DHL shipment cases (stuck parcels, claims, delays, escalations) to support logistics operations
• Monitor and improve customer ratings & reviews across marketplaces to maintain strong account health and drive sales
• Ensure compliance with marketplace SLAs, KPIs, and policies
• Collaborate with logistics, warehouse, tech, and sales teams to resolve issues
• Identify trends and suggest process improvements to enhance efficiency and customer satisfaction.

Team Contribution
• Work closely with the Senior Team Lead to support day-to-day operations
• Guide and assist junior agents in handling queries and improving quality
• Help maintain team performance standards and response quality
• Support onboarding and training of new team members

What We’re Looking For

• Strong English communication (written & verbal)
• 3–5 years of experience in customer support, preferably in eCommerce/marketplaces
• Experience with platforms like Backmarket, Refurbed, Amazon, Kaufland, Pixmania, etc.
• Hands-on experience with DHL cases and logistics issue handling
• Ability to manage high-volume operations efficiently
• Strong problem-solving skills, attention to detail, and ownership mindset