{"id":2810248,"url":"https://alion.io/job/ilabs-senior-customer-support-specialist","title":"Senior Customer Support Specialist","company":{"id":4446354,"name":"iLabs","domain":"ilabs.lk","url":"https://alion.io/company/ilabs-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Battaramulla, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-18T09:21:39Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-25T17:18:01Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"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.\nWith 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.\nAt 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.\nIf 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.\nAbout the Role\nWe 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.\nResponsibilities\nCustomer Support\nRespond to customer inquiries via phone, email, and live chat.\n\nProvide accurate information regarding orders, rentals, deliveries, and policies.\n\nResolve customer complaints professionally and within SLA.\n\nProactively identify service issues and coordinate timely resolutions.\n\nKeep accurate records of customer interactions and order updates.\n\nRecommend suitable rental products based on customer needs.\n\nDeliver an outstanding customer experience that improves satisfaction and retention.\n\nPartner Success\nServe as the primary contact for partners after onboarding.\n\nAssist partners with payment setup, inventory management, account configuration, and operational issues.\n\nMonitor partner order acceptance rates, fulfillment performance, ratings, and service quality.\n\nSchedule and conduct regular operational check-ins with partners.\n\nSupport partners in expanding into new cities and product categories.\n\nTrain partners on new platform features, tools, and best practices.\n\nEscalate operational issues and collaborate with internal teams to drive resolution.\n\nAct as the voice of partners by identifying opportunities for product and process improvements.\n\nOperations & Collaboration\nCoordinate between customers, partners, and internal teams to ensure successful order fulfillment.\n\nManage multiple active orders while maintaining quality and response time standards.\n\nFollow company policies, quality standards, and operational procedures.\n\nContribute to continuous improvements in customer and partner experience.\n\nShifts: 9 hour shifts (USA Times)\nRequirements\n3+ years of experience in Customer Support, Customer Success, Partner Success, Account Management, or Operations.\n\nExcellent verbal and written English communication skills.\n\nStrong phone etiquette and customer handling skills.\n\nExceptional problem-solving and conflict-resolution abilities.\n\nHigh level of empathy and customer-first mindset.\n\nAbility to multitask in a fast-paced environment.\n\nExperience working with CRM systems, ticketing platforms, and internal dashboards.\n\nComfortable working with small businesses and external partners.\n\nGood understanding of e-commerce or marketplace operations.\n\nKnowledge of Stripe or similar payment platforms is an advantage.\n\nPrior experience supporting US-based customers and basic knowledge of US geography is a plus.\n\nComfortable working night shifts aligned with US time zones.","description_format":"text","description_chars":4072,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate 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