Hiring: E-Commerce Customer Support Specialist (US Remote)

• Company: SuperBox for Sale (superboxforsale.com)
• Employment Status: Full-Time / Part-Time (W-2 or Independent Contractor 1099 options available)
• Openings: 2 Positions (Shift 1: Morning/Day | Shift 2: Evening/Night)
• Location: Remote — United States (Candidates must be physically located within the US)
• Compensation: $18.00 – $22.00 per hour, plus performance bonuses and gear stipend

About SuperBox for Sale

At SuperBox for Sale, we serve as a premier authorized distributor of genuine SuperBox Android media hubs throughout the United States and Canada. Our platform delivers hardware solutions—ranging from the proven S6 and S7 lineups to flagship S8 releases—designed to redefine home entertainment for cord-cutters, families, and media enthusiasts.

Behind every order shipped from our warehouses is an ongoing promise of genuine reliability, factory warranty protection, and patient post-purchase support. We believe that top-tier hardware is only as good as the human support backing it up. Because our customer community spans from seasoned tech hobbyists to older non-technical adults seeking an easier way to watch their favorite programming, our customer support team serves as the true heartbeat of our brand.

Role Summary & Objectives

We are seeking two dependable, communicative, and empathetic Customer Support Specialists residing in the United States to join our remote operational team. In this role, you will act as the principal ambassador for SuperBox for Sale across all digital customer interactions.

Unlike traditional call-center roles with rigid robotic scripts, our specialists take complete ownership of customer concerns. You will guide potential buyers toward the right hardware configuration, assist shoppers through checkout hurdles, provide live order status updates, and demystify initial device setups over live chat, ticketing, and scheduled phone calls. Your work directly influences our brand reputation, customer retention rates, and post-purchase satisfaction scores across North America.

Work Shifts & Availability

To ensure seamless coverage across all continental US time zones (Eastern to Pacific), we are filling two dedicated schedules. Applicants must specify their preferred shift during the application process:

Shift 1: Day Coverage (Eastern Standard Time)

• Hours: 9:00 AM – 5:30 PM EST (6:00 AM – 2:30 PM PST)
• Work Week: Monday through Friday, with occasional rotating Saturday check-ins.
• Core Focus: High-velocity pre-sale chat inquiries, live phone inquiries, payment verification, and coordination with daytime warehouse fulfillment teams.

Shift 2: Evening & Night Coverage (Eastern Standard Time)

• Hours: 5:00 PM – 1:30 AM EST (2:00 PM – 10:30 PM PST)
• Work Week: 5 shifts per week, including regular weekend evening coverage.
• Core Focus: Prime-time viewing support, real-time unboxing troubleshooting, network connectivity guidance, and addressing ticketing queues while daytime teams are offline.

Core Areas of Responsibility

1. Omnichannel Inquiries & Relationship Building

You will maintain an active, welcoming presence across our primary communication channels, including Zendesk/Gorgias tickets, live website chat widgets, and inbound customer callbacks. Rather than copying and pasting automated answers, you will write clear, tailored responses addressing customer questions about model differences, bundled remotes, and shipping timeframes. For hesitant buyers, you will serve as a trusted product advisor, explaining how each unit functions in everyday home environments.

2. Order Tracking, Fulfillment Inquiries & Returns

A significant part of your routine involves proactively managing shipping and logistics communication. You will verify shipping addresses, assist customers with carrier exceptions across USPS, UPS, and FedEx, and provide reassuring tracking updates when delays arise. When customers request returns or warranty replacements, you will review their cases against our store policies with fairness, manage the RMA workflow, issue return labels, and partner with logistics to ensure prompt refund or exchange processing.

3. Patient Technical Troubleshooting & Onboarding

SuperBox devices operate on customized Android OS environments. When a customer receives their unit, you will often guide them through their initial setup. This includes explaining Wi-Fi and hardwired Ethernet connectivity, pairing Bluetooth voice remotes, configuring screen resolutions, updating firmware, and clearing cached memory on streaming interfaces. You will translate complex technical steps into calm, easy-to-follow verbal or written directions, ensuring that even non-technical customers feel supported and confident.

4. Process Feedback & Knowledge Base Maintenance

Because you work directly on the front line, you hold critical insights into user behavior. You will document recurring questions, identify common checkout friction points, and collaborate with our web development and marketing teams to improve FAQs, site navigation, and product manuals. You will also help maintain our internal macro responses, keeping support documentation fresh and accurate as new firmware updates are deployed.

Who You Are (Candidate Profile)

• Location & Legal Authorization: You must be physically located in the United States and fully authorized to work without sponsorship.
• Relevant Background: You possess at least 1 to 2 years of customer service or tech support experience in an e-commerce, D2C, or consumer electronics setting. Prior experience with Android OS, streaming media players, smart TVs, or home audio/video setups gives you a significant advantage.
• Communication Mastery: You have native or near-native English fluency, with outstanding written composition, grammar, and a warm, conversational phone manner. You know how to de-escalate tension with frustrated customers without sounding defensive.
• Technical Comfort: You navigate web dashboards, ticketing systems (such as Gorgias, Zendesk, or Freshdesk), and e-commerce platforms (Shopify or WooCommerce) with ease. You can explain how an HDMI cable, Wi-Fi band, or remote pairing sequence works in plain everyday language.
• Autonomy & Accountability: Because our team works remotely across multiple states, you are self-disciplined, punctual, and reliable during your dedicated shift hours without requiring micro-management.

Home Office & Technical Requirements

To ensure stable support interactions and secure customer data handling, you must have the following home equipment ready on day one:

• Dedicated Workspace: A quiet, private room free from background noise, pets, and interruptions during shift hours.
• Hardware: A modern desktop PC or laptop running an updated version of Windows 10/11 or macOS, equipped with at least 8 GB of RAM and dual-monitor support (recommended).
• Internet Stability: A dependable high-speed broadband connection with a minimum of 30 Mbps download and 10 Mbps upload speeds (a direct, hardwired Ethernet connection is strongly preferred over wireless).
• Audio Gear: A dedicated USB headset with an integrated noise-canceling microphone to ensure clear voice interactions.

Compensation, Benefits & Growth

• Competitive Hourly Wage: Starting rate of $18.00 to $22.00 per hour, based on your relevant technical background, customer support experience, and assigned shift.
• Performance Incentives: Eligibility for monthly and quarterly bonuses tied to customer satisfaction scores (CSAT), first-contact resolution rates, and ticket turnaround times.
• Hardware & Gear Stipend: We provide an authorized SuperBox testing unit for your home office so you can test features firsthand, troubleshoot live issues along with customers, and enjoy personal entertainment.
• Career Progression: SuperBox for Sale is an expanding digital brand. High performers have direct pathways into Support Team Lead, Technical Tier-2 Operations, Content/Documentation Management, and Logistics roles.
• Collaborative Culture: We maintain open team channels via Slack, offering comprehensive onboarding, shared knowledge archives, and direct access to management whenever you need a second opinion.

How to Apply

To apply, please send an email to careers@superboxforsale.com with the subject line formatted as:

Application: Customer Support Specialist – [Your Full Name] – [Preferred Shift: Day or Night].

Within your email, please provide:

1. An attached copy of your up-to-date resume highlighting your customer service and technical support background.
2. A brief 4 to 6 sentence introduction explaining why you enjoy helping people with consumer technology, along with an example of how you recently guided a non-technical customer through an issue.
3. A confirmed confirmation of your home internet download/upload speeds (feel free to attach a screenshot from fast.com or speedtest.net).

SuperBox for Sale is an Equal Opportunity Employer. We value dedication, diverse perspectives, and authentic customer care across all our remote operations.