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Location: Remote
Job Level: 17
System Title: Customer Solutions Agent III
Schedule: 2:30 p.m.–11:00 p.m ET., or until auction close when required
Who We Are
Goldin, an eBay company, is a leading global marketplace for trading cards, memorabilia, comics, video games, and other collectibles. Our mission is to be the most trusted destination for collectors by delivering exceptional experiences for buyers, consignors, and fans of the hobby.
The eBay Live Customer Support Specialist supports customers throughout the live-selling and auction experience. This role combines real-time eBay Live support with traditional Goldin Customer Support responsibilities, including evening auction-close coverage, payment assistance, post-sale support, and customer issue resolution.
What You Will Do
eBay Live Support
- Serve as the primary Customer Support contact during eBay Live shows and related live-selling events.
- Monitor live-stream comments and chat, answer customer questions, and help maintain a professional and positive community environment.
- Assist buyers with account access, bidding, purchases, payments, invoices, order status, and platform navigation.
- Identify and advance technical issues, transaction concerns, inappropriate activity, or other customer-impacting problems during live events.
- Coordinate with Production, Logistics, Operations, and other internal teams regarding show schedules, item readiness, customer concerns, and order fulfillment.
- Document recurring customer questions, technical issues, and feedback to help improve future eBay Live events.
Goldin Customer Support and Auction Close
- Provide professional support to buyers and consignors through phone, email, chat, and other assigned support channels.
- Assist customers with Goldin account access, site navigation, bidding, bid limits, checkout, billing, invoices, payments, returns, refunds, and order-related concerns.
- Handle assigned customer issues from initial contact through final resolution, advancing complex or high-risk matters when appropriate.
- Support post-sale transactions by helping ensure invoices are accurate, following up on declined or outstanding payments, and coordinating with Finance, Collections, Logistics, and Operations.
- Serve as the designated Customer Support auction closer during the 2:30 p.m.–11:00 p.m. shift and remain available until the auction closes when additional coverage is required.
- Prioritize time-sensitive customer concerns that could affect participation during auction close, including bidding access, payment-method requirements, bid limits, and site functionality.
- Monitor active auctions for customer-impacting issues and communicate urgent concerns to Customer Support leadership, Product, Technology, or Operations.
- Maintain accurate records of customer interactions, actions taken, and final outcomes.
- Share recurring customer concerns and operational trends with leadership to support process improvements.
- Meet established expectations for quality, productivity, customer satisfaction, response times, attendance, and schedule adherence.
What You Bring to the Team
- High school diploma or equivalent required.
- Three or more years of customer service experience, preferably in e-commerce, live commerce, auctions, payments, or collectibles.
- Strong written and verbal communication skills.
- Ability to remain professional and make sound decisions in fast-paced, customer-facing situations.
- Strong problem-solving, critical-thinking, and de-escalation skills.
- Ability to lead multiple conversations, systems, and priorities while maintaining accuracy.
- Strong ownership of customer issues and the ability to work independently while collaborating across teams.
- Comfortable working on an Apple Mac and learning new technology and support platforms.
- Evening and weekend availability, including the ability to remain beyond 11:00 p.m. when an auction or live event requires additional coverage.
- Knowledge of the collectibles industry or an interest in learning the hobby is preferred.
Preferred Experience
Experience with eBay Live, eBay Seller Hub, Genesys, Google Workspace, Microsoft Excel, Stripe, Sprout Social, Jotform, or similar customer-support and payment platforms is preferred.
Additional Details
The base pay range for this position is expected in the range below:
$37,200 - $73,200Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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