Core Competencies:
- Ethics. Works with integrity; Upholds organizational values.
- Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.
- Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.
- Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.
Tasks Required:
- Technical Support & Troubleshooting
- Assist with LED/HID installation and setup
- Diagnose issues (flickering, error codes, CANBUS, etc.)
- Troubleshoot faulty/underperforming products
- Recommend needed accessories (decoders, resistors, harnesses)
- Order Issue Resolution
- Handle warranty claims and replacements
- Resolve lost/stolen package issues
- Coordinate with warehouse/logistics for re-ships
- Returns & Exchanges
- Approve/decline return or exchange requests
- Issue RMAs and guide return process
- Process exchanges and reduce unnecessary returns
- Pre-Sale Product Guidance
- Help customers choose correct products for vehicles
- Recommend options based on needs and budget
- Upsell/cross-sell accessories
- Explain specs, compatibility, and installation
- Fraud & Order Verification
- Review and verify flagged orders
- Check address/payment discrepancies
- Escalate confirmed fraud cases
- Reporting & Process Improvement
- Report catalog/fitment errors and product issues
- Suggest service improvements
- Maintain accurate case notes
Requirements:
- Exceptional written and spoken English — neutral or North American accent preferred for phone support
- Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic
- Detail-oriented with strong problem-solving and critical thinking skills
- Calm, professional, and empathetic communication style under pressure
- Experience in e-commerce customer service (order management, returns, exchanges)
- Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)
- Comfortable handling live chat, email, and inbound/outbound phone calls concurrently
- Self-directed and reliable — capable of working independently with minimal supervision
- Familiarity withShopify or other e-commerce platforms is an asset.
Desirable Experience:
- Background in automotive parts, electronics, or technical consumer products
- Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)
- Experience processing warranty claims and working with logistics teams
- Knowledge of fraud detection and order verification best practices