Customer Support Sr., Veeqo

Veeqo is a multi-channel shipping software built to simplify fast-growth e-commerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. Selected candidate(s) as Seller Support Associates will serve as the first-line support partners to act as the primary interface for our Veeqo customers, providing phone, email and live chat support.

Our team in Swansea will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first-class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.

The Sr. First Line Support Agent demonstrates end-to-end ownership of every seller interaction and handles proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction.

The successful candidate will work a five-day shift pattern running from Saturday through Wednesday, with Thursday and Friday as rest days. This regular weekend coverage is an essential part of the role, ensuring continuous service delivery across our operations.

As part of your role, you will have the opportunity to:

• Support Veeqo's Selling Partner's to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
• Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
• Identify customers' needs, clarify information, research every issue and provide solutions.
• Exemplify Amazon's Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
• Build sustainable relationships and engage customers by going the extra mile.
• Oversee and achieve various productivity and quality targets and metrics.
• Collaborate with various internal stakeholders and teams.
• Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
• Attend and conduct regular training sessions, learn product details and key selling points of products and technologies.
• Any other duties and special projects as directed by management in keeping with the employee's skills and experience.

A day in the life

Each day begins with a team huddle 30 minutes into the shift, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development - ensuring both immediate customer support and long-term service improvements.

• Advanced proficiency in local language in both written and verbal communication.
• Previous experience in a customer service environment.
• Relevant experience working with data analytics and using these metrics to identify problems.
• Excellent listening skills; able to demonstrate empathy and willingness to help.
• Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand.
• Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.

• Business acumen in areas of e-commerce and retail is advantageous.
• 2 or more years experience within a customer service/contact centre environment would be an advantage.
• Ability to work against and deliver performance in a metric-driven environment with high productivity and quality standards.

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