Customer Service - Tier 2 Logistics Specialist - Remote

Overview

The Tier 2 Logistics Agent will handle higher-complexity logistics and shipping-related requests that go beyond standard queue work. This role requires strong communication, coordination, and problem-solving skills, with direct collaboration across internal teams and HQ stakeholders.

In Short

• Manage return-related and customs-related emails currently handled by senior team members
• Work closely with the Embark Logistics team to resolve international shipping issues, including order exceptions and delays
• Track, follow up, and coordinate resolution for odd or exception orders
• Manage bug reporting and issue tracking
• Take on additional high-tier logistics request types currently handled by the HQ team as the role evolves
• Interface directly with HQ and cross-functional partners to ensure timely and accurate resolution of logistics concerns

Requirements

• Experience in logistics, shipping support, or Tier 2 customer support preferred but not required
• Strong written and verbal communication skills
• High level of organization and attention to detail
• Ability to manage complex, non-standard cases with minimal supervision
• Comfortable working outside a traditional ticket queue environment

Benefits

• Exceptional work environment for team members
• Positive, encouraging, and performance-driven culture
• Convenience of working from home
• Tremendous opportunities for growth
• Established organization with a strong team