Insight Global is seeking a Customer Support Associate to help with a client in the ecommerce space. This individual will help handle all inquiries from customers via phone, chat, and email. This role is responsible for de-escalating all concerns and providing top tier customer service at all times. This will be an onsite role 5 days a week, 8 -5 est.

Responsibilities:
-Handle second-level escalations and requests with empathy and clarity.
-De-escalate and resolve customer concerns with follow-up communication to ensure satisfaction.
-Contact customers proactively in the event of order delays, shipping issues, or concerns with delivery.
-Monitor and respond to negative online reviews (Trustpilot, Google, BBB, etc.) with thoughtful outreach.
-Collaborate closely with our Customer Service and Logistics teams to ensure seamless resolution of issues.
-Keep accurate documentation and escalate unresolved issues with proper notes.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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