Customer Service Specialist

Job Title

: Customer Support Specialist

Schedule

: Full-time, primarily Monday–Friday (day shifts, in-office), with availability to work weekends as support hours expand

Pay

: starting at $22 / hr

Intro

:

Unicorn Auctions is building the premier platform for spirits and wine, and exceptional buyer support is central to that mission. As a Customer Support Specialist, you’ll serve as a primary point of contact for buyers, communicating across multiple channels including email, live chat, and phone. You’ll help buyers navigate the auction process, manage their accounts, and resolve post-auction needs such as payment, delivery, and pickup scheduling. This is a traditional, high-touch customer service role that requires clear communication, attention to detail, and a calm, solutions-oriented approach in a fast-paced environment.

Responsibilities

:

Customer Service & Support:

• Respond to buyer inquiries across email, live chat, and phone regarding order status, delivery timelines, pickup scheduling, and account questions.
• Assist buyers with platform-related issues, including bidding activity, account access, payment errors, and general site navigation.
• Provide clear, accurate explanations of auction processes, fees, invoices, and post-auction next steps.
• Troubleshoot and resolve delivery and pickup-related concerns by coordinating with internal teams and third-party logistics partners.
• Handle sensitive customer situations professionally, including delays, errors, or disputes, with a focus on resolution and maintaining trust.
• Document all customer interactions accurately in internal systems to ensure proper follow-up and continuity of support.

Collaboration & Internal Support:

• Work closely with cross-functional teams including warehouse, auction operations, payments, and engineering to resolve buyer issues efficiently.
• Escalate complex or time-sensitive cases appropriately, ensuring clear handoffs and follow-through across teams.
• Share recurring buyer feedback and issue trends with internal partners to help improve processes, tools, and communication.
• Support consistent service standards by aligning with team workflows, escalation guidelines, and standard operating procedures.

Financial Operations:

• Process buyer payments, refunds, and promotional codes accurately and securely.
• Assist buyers with invoice questions, payment confirmations, and billing corrections as needed.
• Ensure payment records and account statuses are accurate and properly reflected across internal systems.
• Coordinate with internal payments and support teams to resolve billing discrepancies or transaction issues.
• Maintain a high level of accuracy and confidentiality when handling financial and personal information.

Tools & Systems:

• Use Hubspot as the primary customer support and CRM platform to manage tickets, document interactions, and track issue resolution.
• Work across internal systems and dashboards to support payments, shipping, and account-related workflows.

Work Environment & Expectations:

• Fast-paced, high-volume support environment with fluctuating daily ticket volume.
• Requires comfort handling multiple conversations simultaneously while maintaining accuracy and professionalism.

Continuous Improvement:

• Learn and stay up to date on auction workflows, support tools, and internal processes to provide accurate and consistent buyer support.
• Identify recurring issues or friction points in the buyer experience and surface them to the team for review and improvement.
• Adapt quickly to updated procedures, tools, and policies as the business scales and processes evolve.
• Incorporate feedback from managers, peers, and quality reviews to continuously improve service quality and efficiency.



Qualifications & Competencies

:

• Exceptional Communication Skills

: Confident and professional in written and verbal communication, including handling sensitive conversations with buyers.

• Customer-Focused Mindset

: Strong interpersonal skills with empathy, patience, and the ability to maintain positive interactions in challenging situations.

• Attention to Detail

: High level of accuracy in financial processes, customer interactions, and system updates.

• Adaptability

: Flexibility to navigate shifting priorities, workflow changes, and customer needs in a fast-paced environment.

• Technological Proficiency

: Familiarity with tools like Google Sheets, Microsoft Excel, and customer/financial management software.

• Trustworthiness

: Proven ability to handle secure financial data and maintain confidentiality.

• Time Management

: Excellent prioritization skills to manage multiple tasks effectively and meet deadlines.

• Team Collaboration

: A cooperative approach to working across departments to achieve shared goals.

• Passion for Fine Spirits

(Preferred): Enthusiasm for the world of spirits and wine, with an interest in learning and sharing knowledge.