Customer Support Specialist for Pokémon / TCG Collectibles Marketplace (Long-Term, Remote)

We're looking for a long-term remote customer support specialist to handle email and chat support for Misprint, a peer-to-peer marketplace for Pokemon and trading card collectibles. This is not generic ecommerce support. Most tickets involve real marketplace situations between buyers and sellers: orders not received, USPS tracking and shipping problems, refund requests, "not as described" and card condition disputes, authenticity/counterfeit concerns, seller payouts, and account and listing questions. We need someone who can investigate the actual order, use good judgment, write clearly and warmly, and resolve the issue (or escalate the right ones) rather than firing off a generic macro. Two things matter a lot to us: - Speed: customers should get a real first response quickly, not days later. Keeping the queue current is a core part of the job. - Quality: we want replies that engage with the customer's specific situation and move it toward resolution, not copy-paste answers. Responsibilities: - Respond to support emails/chats in a clear, friendly, professional tone, and keep first-response times fast - Help buyers and sellers with order status, shipping/tracking, returns, refunds, payouts, account and listing questions, and marketplace policies - Look into the order/account before replying, and write useful internal notes on what you found - Make sound judgment calls on refunds, condition disputes, and "not as described" claims, balancing empathy with company policy - Identify when an issue should be escalated to the internal team, and explain why - Follow our SOPs and saved replies while adapting each response to the specific customer - Help improve support workflows, saved replies, and help docs over time Ideal background: - Experience with ecommerce, marketplace, or customer support operations - Experience with tools like Help Scout, Zendesk, Gorgias, or Intercom, and with Shopify, Stripe, or PayPal - Strong written English and a friendly, professional voice - Detail-oriented and comfortable with nuanced, judgment-based cases - Reliable and responsive during agreed hours - Familiarity with Pokemon cards, TCGs, collectibles, or resale communities (sneakers, watches, etc.) is a big plus You're a great fit if you: - Are comfortable making judgment calls and explaining your reasoning - Stay calm and professional with frustrated customers - Like turning messy support situations into clear next steps - Want a long-term role where you become deeply familiar with our customers, policies, and product Probably not a fit if you only want simple copy/paste ticket work, aren't comfortable with nuanced marketplace disputes, or can't commit to consistent, responsive hours. How we'll start: We'll begin with a small paid test project of a few realistic support cases. For each case we'll ask you to write: (1) a customer-facing reply, (2) a short internal note, (3) whether you'd resolve or escalate and why, and (4) the action you recommend. If the test goes well, this becomes an ongoing long-term role with room to grow in hours.