Senior 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, we're 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're ready to break boundaries and create your defining moment, we're here to make it happen. Be part of something bigger. Join iLabs.

About the Role

We are looking for a Senior Customer Support Specialist for Cloud of Goods who will serve as the primary point of contact for both customers and service partners throughout the rental journey. You will collaborate closely with customers, partners, and internal teams to resolve issues, improve operational performance, and deliver a seamless end-to-end experience.

Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, and live chat.

• Provide accurate information regarding orders, rentals, deliveries, and policies.

• Resolve customer complaints professionally and within SLA.

• Proactively identify service issues and coordinate timely resolutions.

• Keep accurate records of customer interactions and order updates.

• Recommend suitable rental products based on customer needs.

• Deliver an outstanding customer experience that improves satisfaction and retention.

Partner Success

• Serve as the primary contact for partners after onboarding.

• Assist partners with payment setup, inventory management, account configuration, and operational issues.

• Monitor partner order acceptance rates, fulfillment performance, ratings, and service quality.

• Schedule and conduct regular operational check-ins with partners.

• Support partners in expanding into new cities and product categories.

• Train partners on new platform features, tools, and best practices.

• Escalate operational issues and collaborate with internal teams to drive resolution.

• Act as the voice of partners by identifying opportunities for product and process improvements.

Operations & Collaboration

• Coordinate between customers, partners, and internal teams to ensure successful order fulfillment.

• Manage multiple active orders while maintaining quality and response time standards.

• Follow company policies, quality standards, and operational procedures.

• Contribute to continuous improvements in customer and partner experience.

Shifts: 9 hour shifts (USA Times)

Requirements

• 3+ years of experience in Customer Support, Customer Success, Partner Success, Account Management, or Operations.

• Excellent verbal and written English communication skills.

• Strong phone etiquette and customer handling skills.

• Exceptional problem-solving and conflict-resolution abilities.

• High level of empathy and customer-first mindset.

• Ability to multitask in a fast-paced environment.

• Experience working with CRM systems, ticketing platforms, and internal dashboards.

• Comfortable working with small businesses and external partners.

• Good understanding of e-commerce or marketplace operations.

• Knowledge of Stripe or similar payment platforms is an advantage.

• Prior experience supporting US-based customers and basic knowledge of US geography is a plus.

• Comfortable working night shifts aligned with US time zones.