About the Marketplace Customer Support Specialist role
Marketplace Customer Support Specialist positions focus on delivering results in their domain. This page aggregates open Marketplace Customer Support Specialist roles and what employers typically expect.
This role is only open for candidates that are legally allowed to work within the Philippines We are looking for Marketplace Customer Support Specialist. This role provides critical frontline support to maintain high customer satisfaction and platform compliance across TikTok Shop and other marketplaces (e.g., eBay). You’ll handle reactive customer inquiries while proactively collecting data to support strategic decisions. The position helps client move tactical work offshore for significant cost savings and a 24/7 operational advantage, leveraging Philippines-based marketplace expertise. Responsibilities - Provide reactive customer support via live chats, messages, and inquiries on TikTok Shop and other global marketplaces (e.g., handle fraud claims, order issues, product questions). - Meet strict platform SLAs (e.g., respond to TikTok inquiries within 1 day – missing this trigger automatic customer refunds). - Operate directly inside the TikTok app and other marketplace seller/creator tools for real-time support. - Proactively collect and organize data (e.g., customer feedback, issue trends) to support QBRs, reporting, and strategic initiatives. - Escalate complex issues appropriately while maintaining high CSAT and compliance. - Document interactions, resolutions, and insights into shared systems for team visibility. - Support 24/7 operational coverage in alignment with global team needs. Requirements & Qualifications: - 1–3 years’ experience in customer support or live chat/message management on e-commerce marketplaces (TikTok Shop, eBay, Shopee, Lazada, or Amazon strongly preferred). - Proven ability to handle high-volume reactive support with strict SLAs and de-escalation skills. - Strong written English communication (clear, professional, empathetic tone). - Experience with marketplace tools/apps (especially TikTok seller/creator interfaces). - Proactive mindset – ability to collect/analyze data for reports and identify trends. - Detail-oriented with excellent time management and ability to prioritize under pressure. - Familiarity with fraud claims, refunds, and platform policy enforcement.
Salary estimate
$81,000 – $109,000/yr
Provided by the employer.
Skills for this role
Communication
Resume tips for Marketplace Customer Support Specialist applicants
Lead with measurable achievements relevant to Marketplace Customer Support Specialist (numbers, scope, impact).
Mirror the exact keywords from the Marketplace Customer Support Specialist posting so applicant tracking systems rank you higher.
List the specific tools and skills the role names (e.g. Communication).
Keep it to one page for early-career, two pages for senior Marketplace Customer Support Specialist candidates.
Interview preparation
Prepare concrete STAR-format stories that show Marketplace Customer Support Specialist outcomes you drove.
Research the employer's product and recent news before the interview.
Be ready to explain how you'd approach a typical Marketplace Customer Support Specialist problem end to end.
Have thoughtful questions ready about the team, tools and success metrics.
About Direct Sourcing Solutions
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