Customer Support Specialist

iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision to become a global powerhouse in information technology to push humanity forward we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.

With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.

At iLabs, were on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.

If you are ready to break boundaries and create your defining moment, were here to make it happen. Be part of something bigger. Join iLabs.

About the role

We are looking for Customer Support Specialist who are passionate about delivering outstanding service and creating memorable customer experiences. You will be the voice and heart of Cloud of Goods, managing customer inquiries, resolving issues, and collaborating with partners to ensure smooth order fulfillment.

Responsibilities

• Provide accurate, valid and complete information by using the right methods/tools

• Handling inbound/outbound phone calls, emails and live chats from online customers

• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Proactively identify service challenges and escalate them appropriately to ensure quick turnaround.

• Support the teams overall goal of maximizing customer satisfaction and retention through empathetic and solution-oriented communication.

• Keep records of customer interactions, process customer accounts and file documents

• Promote suitable rental options and upsell products or services based on customer needs and preferences

• Adhere to company policies, quality standards, and SLAs related to call handling and response times.

• Take the extra mile to engage customers

Shifts: 12 hour shifts with recurring 3 or 4 days off per week (USA Times)

Requirements

• Very good phone etiquette

• Excellent command of English (written and oral) is a must

• 1 - 2 years of experience in customer service, tele sales, or inside sales (BPO or e-commerce background preferred).

• Demonstrated proficiency in typing and grammar

• Knowledge of relevant software computer applications and equipment

• Experience with handling web chat

• Basic knowledge of US geography

• Prior experience with US based customers is a plus

• High level of empathy, patience, and problem-solving ability.

• Comfortable working night shifts (to align with U.S. time zones).