Join team REBEL, the largest baby gear and home returns recommerce platform across North America. We provide access to the largest assortment of vetted Overstock and Open Box baby gear and home products across the USA and Canada. We make it simple to Shop Smarter, helping our community save big by shopping with purpose every day.

Be part of one of the fastest growing startups in North America and play a key role in strengthening the Customer Experience team’s impact.

The Senior Support Agent will report directly to the Director of Customer Experience and serve as the onsite point of contact between REBEL’s Customer Service team and our Charlotte, NC warehouse team. This role combines advanced customer support expertise with cross-team communication, ensuring that customer-focused issues are resolved quickly and effectively.

This individual acts as a point of escalation for complex cases, facilitates clear communication between CX and warehouse staff on service-related matters, and contributes to process improvements that enhance customer satisfaction.

Customer Support & Escalations

• Act as the first point of escalation for complex customer service cases
• Provide advanced troubleshooting and resolution, balancing efficiency with empathy
• Maintain expert knowledge of REBEL products, policies, and procedures to ensure accurate responses

Cross-Team Communication

• Serve as the liaison between the Customer Service team and the Charlotte warehouse for CS-focused issues such as order discrepancies, quality checks, and fulfillment inquiries
• Ensure timely communication of updates from warehouse staff back to the CX team and customers
• Help clarify and resolve misunderstandings that impact the customer experience

Operational Support & Process Improvement

• Identify recurring service issues that involve warehouse collaboration and provide feedback for improvement
• Share insights with the Director of CX to inform training and policy updates
• Support alignment between customer expectations and warehouse execution

Community & Experience

• Uphold REBEL’s commitment to exceptional service and a seamless customer journey
• Contribute to a positive, supportive, and solutions-oriented culture
• Represent customer needs when collaborating with cross-functional teams

Growth & Development

• Opportunity to progress into supervisory or leadership roles as REBEL expands its Customer Experience and operations teams
• Exposure to cross-functional collaboration with CX, warehouse, supply chain, and leadership teams, building skills that extend beyond frontline support
• Involvement in shaping best practices and new processes, giving direct influence on how the customer journey evolves

• 3+ years of customer service or support experience, ideally in ecommerce, retail, or logistics
• Proven ability to resolve complex customer issues with professionalism and care
• Strong communication and problem-solving skills, with the ability to liaise effectively between teams
• Comfortable working onsite in Charlotte, NC
• Proficiency with customer service platforms and tools (Shopify, Gorgias, Zendesk, etc.)
• Proficiency in Spanish is strongly preferred

$45,000 – $50,000 USD annually, commensurate with experience.