Customer Support Specialist

Goldin, an eBay-owned company, is the leading collectibles marketplace platform, serving millions of customers worldwide. Our mission is to be the most trusted destination for collectors of trading cards, memorabilia, comics, video games, and more. To accomplish this, we put collectors first and hire the very best talent to join our team. Goldin would not be what it is today without our incredible employees — from consignment directors to customer support and everyone in between. We take great pride in hiring and developing top talent who add to our culture and believe in our mission and vision. This is an exciting opportunity to work in a growing market — and have a lot of fun doing it.

We are currently seeking a Customer Support Specialist to join our team. Flexibility is required as our operating hours are expected to evolve based on business needs. The Customer Support team is integral in creating positive customer experiences and building trust. Team members collaborate cross-functionally, move quickly, and play a critical role in ensuring a seamless experience for our collectors.

This role reports to our Customer Service Specialist and is based in our Runnemede, NJ office, Monday through Friday, 9:00am – 5:30pm. Weekend schedules vary based on business needs.

What You’ll Do

• Respond promptly to customer queries and complaints to find solutions and defuse tension.
• Ensure appropriate actions are taken to resolve customers’ problems and concerns, escalating as needed.
• Maintain customer accounts and accurate records of customer interactions, including inquiries, complaints, or comments.
• Use knowledge of products, services, or assigned expertise to answer inquiries or escalate to the appropriate team.
• Meet or exceed program metrics (quality, NPS, attendance, phone KPIs).
• Follow up with customers regularly to ensure satisfaction.
• Respond to customer inquiries within established SLAs.
• Proactively identify areas of opportunity to improve service.
• Deliver WOW, white-glove service to every customer.
• Handle calls, chats, and tickets in a support center environment.
• Collaborate with other teams to resolve customer issues effectively.
• Perform other related duties as assigned (scope may change with business needs).

Who You Are

• 3–5 years of Customer Service experience.
• High School diploma required; Business Degree preferred.
• Goal-driven and able to work under pressure.
• Excellent problem-solving and critical thinking skills.
• Collaborative mindset and ability to work cross-functionally.
• Outstanding written and verbal communication skills, including active listening.
• Service-oriented with a proven track record of resolving customer concerns.
• Strong computer skills and ability to learn new software quickly.
• Mandatory: Ability to work well with other teams, think critically, and operate an Apple Mac.
• Preferred experience with tools/software:
• Genesys Office
• Google Sheets
• Microsoft Office (Excel proficiency strongly preferred)
• Jotform
• Collectibles knowledge and prior customer support experience strongly encouraged. Collectible enthusiasts welcome!****

Reasons to Join Us

• Health Insurance: Eligible for Medical, Dental, and Vision coverage.
• 401(k) Plan: Supporting your long-term financial goals.
• Paid Vacation: Full-time employees receive paid time off.
• Fun & Engaging Environment: Team celebrations, holiday events, and team-building activities.
• Growth Opportunity: Join a dynamic company experiencing hyper-growth in an exciting industry.

The base pay range for this position is expected in the range below:

$32,400 - $57,100

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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