Customer Support Associate

Brilliant is seeking a Customer Support Associate to join their team. The role will be responsible for day-to-day execution of customer order issue resolution within the fulfillment operation, partnering with peers to identify stalled or mis-categorized tickets, and ensuring accurate documentation of all customer-facing interactions. The Associate will also handle escalated customer issues, communicate resolution status, and contribute to the development of standard operating procedures and knowledge base documentation. 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment is required, as well as strong working knowledge of fulfillment processes and ability to manage multiple open issues simultaneously.

Requirements

• 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
• Demonstrated experience handling complex customer escalations and high-priority issue resolution with professionalism and urgency
• Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations
• Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail
• Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders
• Experience with ticketing systems, WMS, or ERP platforms preferred
• Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands

Benefits

• Medical, Dental, & Vision benefits
• Flexible PTO
• Paid company holidays
• Work from home stipend for new hires