Clear written communication (concise updates, professional tone, accurate details)
De-escalation and empathy (handling frustrated customers calmly and confidently)
Problem-solving and ownership (seeing a case through to resolution)
Attention to detail (order numbers, addresses, timelines, evidence, policy steps)
Time management and prioritization in a queue-based environment
Working knowledge of shipping and fulfillment flows (labels, tracking events, delivery exceptions, returns)
Comfort with support tools (ticketing systems, CRM, macros, knowledge base, basic reporting)
Cross-team coordination (warehouse/ops, carriers, payments, fraud, product/engineering)