Customer Support Specialist

Job Title: Customer Support Specialist

Schedule: Full-time, Tuesday–Saturday (day shifts, in-office)

Pay: Starting at $20-$22 / hr

Unicorn Auctions is building the premier platform for spirits and wine, connecting seasoned collectors and new enthusiasts alike. As a Customer Support Specialist, you’ll play a vital role in delivering exceptional service to our users. In this role, you will be the first point of contact for buyers and sellers, providing timely assistance, resolving issues, and ensuring a smooth and satisfying experience. Strong communication skills and a customer-first mindset are essential to thrive in our fast-paced, dynamic environment.

• Respond to inquiries via phone and email, addressing questions about the platform, account setup, and transactions.
• Provide clear, concise, and professional communication to resolve user issues effectively.
• Assist users in navigating the platform and understanding policies, rates, and timelines.
• Handle shipping status inquiries, including tracking orders, updating users on timelines, and resolving delivery issues.
• Troubleshoot and resolve issues, including payment concerns, account updates, and auction-related inquiries.
• Maintain accurate records of interactions and ensure systems are updated promptly.

• Handle sensitive conversations with professionalism, ensuring concerns are resolved efficiently and empathetically.
• Work with cross-functional teams, such as Vault Operations and Auction Operations, to address customer issues and ensure timely resolutions.
• Escalate complex issues to the appropriate teams when necessary, ensuring timely resolution.

• Support transactional processes, such as verifying payments or tracking invoices, with a focus on accuracy.
• Collaborate with internal teams to streamline processes and enhance user satisfaction.

• Top-notch verbal and written communication skills: Clear, professional, and customer-focused.
• Experience handling a high volume of phone and email interactions.

• Empathy and patience in addressing user concerns, with a proactive problem-solving approach.
• Ability to maintain a positive and professional demeanor in challenging situations.

• High accuracy in documenting user interactions, updating systems, and processing payments.

• Flexibility to manage shifting priorities, workflows, and user needs in a dynamic environment.

• Proficiency with tools such as Google Sheets, Microsoft Excel, and CRM systems (Hubspot).

• Strong organizational skills to balance multiple tasks effectively and meet deadlines.

• Experience in customer service, especially in a phone- and email-based environment.
• Interest in or knowledge of fine spirits and wine is a plus, but not required.