Careers

Customer Experience & Operations Specialist (US)

Customer Experience / Operations – Remote (US)

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About the team

Legitmark is building the trust layer for resale. We believe that authentication should be fast, accurate, and accessible to everyone, from individual sellers to the world's largest marketplaces. Our team of experts and engineers authenticate millions of items annually, helping buyers shop with confidence and sellers maximize value.

About the role

We're hiring a Customer Experience & Operations Specialist (US) to sit at the intersection of our internal operations and external customer support for our US market. You'll help keep authentication work moving — reviewing and processing items, handling escalations, and making sure exceptions get resolved quickly — while also supporting US customers who need help getting through submissions, results, and account issues. This is a hands-on, high-ownership role on a small team. You'll bounce between queue work and customer conversations in the same day, and you'll build judgment for when something can be resolved yourself versus when it needs to escalate to category experts, engineering, or leadership. If you like clean processes, clear communication, and closing loops for both teammates and customers, this is the role. This role is remote (US-based), with flexible hours aligned to US business hours. We work asynchronously across time zones and value output over presence.

In this role, you'll:

  • •Review and process authentication items in our internal workflows for the US queue, keeping quality and turnaround times high
  • •Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution
  • •Support US customers externally across email and other channels — submissions, results, account questions, and issue follow-ups
  • •Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation
  • •Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the US market
  • •Help maintain and refine ops playbooks, queues, and handoff standards as volume grows
  • •Flag recurring friction (photo quality, SLA misses, unclear policies) and propose practical fixes

Your first 45 days

  • •Day 14: Fluent in the queue. You're processing items confidently, handling common escalations, and responding to customers with Legitmark's voice and standards.
  • •Day 30: Closing the loop. You're owning escalations end-to-end with minimal handholding, and customers and internal partners trust you to drive resolution.
  • •Day 45: Raising the bar. You've identified at least one recurring ops or CX pain point and shipped a clearer process, template, or handoff that reduces repeat work.

We're looking for someone with:

  • •2+ years in customer support, customer experience, operations, or a similar high-volume service role
  • •Strong written communication — clear, calm, and precise with both customers and internal teammates
  • •Comfort working across internal tools and queues while context-switching to live customer issues
  • •Sound judgment on prioritization, escalations, and when to pull in specialists
  • •A bias toward documentation and process improvement, not just ticket-by-ticket firefighting
  • •Ability to work asynchronously and stay organized across multiple open threads
  • •Based in the US (or authorized to work remotely from the US) and comfortable covering US business hours
  • •Comfort with ambiguity and a bias toward action

Nice to have:

  • •Background in resale, marketplaces, luxury goods, sneakers, or trust-and-safety / authentication
  • •Experience with helpdesk or CRM tools (Intercom, Zendesk, HubSpot, or similar)
  • •Familiarity with Slack-based ops workflows and lightweight ticketing / queue systems
  • •Bilingual skills for supporting a global customer base

About Legitmark

Legitmark is an authentication services company that verifies luxury goods and sneakers for the world's largest resale platforms. Our human-powered approach delivers 98-99% accuracy with industry-leading turnaround times, serving over 125,000 businesses globally.

We are an equal opportunity employer.

Apply now