E-Commerce Customer Support Specialist (HYBRID)

**About Our Company:** InBody is a worldwide leader in the health metrics field, revolutionizing the industry with innovative technology and devices. InBody’s products are trusted by top research facilities, fitness centers, hospitals, and health centers around the world because of their accuracy, reproducibility, and ease-of-use. We proudly produce advanced health technology designed to make understanding and improving health and wellness accessible to everyone. From class-leading body composition analyzers to user-friendly automated blood pressure monitors, our goal is to equip health and wellness professionals with the tools they need to help clients and communities improve their well-being. **About the Role:** We are looking for an E-Commerce Customer Support Specialist to provide exceptional customer service across our online marketplace channels while ensuring a seamless post-purchase experience. You will be responsible for managing customer inquiries, resolving complex issues, supporting technical troubleshooting, coordinating returns and warranty claims, and maintaining proactive customer engagement. You will also develop support documentation, monitor consumer feedback, and collaborate with internal teams and headquarters to improve products and processes. The ideal candidate has a hunger for helping customers, solving problems, and continuously improving customer success. We’re looking for an optimistic self-starter with strong communication skills, excellent judgment, and the ability to remain organized in a fast-paced environment. It is crucial that the candidate thrives in our entrepreneurial company culture where change is constant, growth is immense, and opportunities abound. If you enjoy delivering exceptional customer experiences, investigating complex issues, and building scalable support processes that directly impact customer satisfaction, this is the perfect position for you! This is a full-time, hybrid position at our office located in Cerritos, CA reporting to the E-Commerce manager. **Essential Responsibilities:** - Manage daily customer inquiries across multiple e-commerce platforms, including Amazon Buyer-Seller Messaging, Walmart, eBay, and other online marketplaces - Maintain timely responses that meet marketplace service-level agreements and support account health and compliance requirements - Serve as the primary point of contact for customer inquiries received through alternative channels, ensuring all communications are routed through established support processes - Review and resolve complex customer issues, including warranty claims, replacement requests, partial refunds, and escalated disputes - Monitor and respond to public product reviews and customer feedback to protect brand reputation and improve customer satisfaction - Create and maintain customer education materials, FAQs, macro responses, and product guides to enhance the post-purchase experience and reduce return rates - Troubleshoot product, application, and connectivity issues while coordinating with Customer Service, Product Management, Quality Control, and other internal teams as needed - Coordinate product returns, warranty verification, fulfillment investigations, and return inventory tracking - Develop and maintain standardized operating procedures (SOPs) for E-Commerce customer support processes - Track recurring customer concerns, product defects, and application issues, and communicate findings to internal stakeholders and global headquarters to support continuous product improvement **Essential Qualifications:** - 1–3 years of experience in customer support, e-commerce operations, retail support, or a related field - Excellent written and verbal communication skills with a customer-first mindset - Strong problem-solving abilities and sound judgment when handling escalated customer situations - Ability to multitask and manage a high volume of inquiries while maintaining accuracy and professionalism - Detail-oriented with s…