Customer Support Agent

Bamboo Card is a fast-growing e-gift card distribution platform connecting global brands, marketplaces, and digital wallets. We empower clients to offer seamless digital gifting experiences across multiple categories from gaming and entertainment to lifestyle and retail. To keep this engine running smoothly, we're currently looking for a Customer Support Agent. This is a non-voice, high-volume support role where you will manage the queue like a seasoned operator. You will be troubleshooting everything from API-driven delivery delays to payment and order validations. You'll bring the perfect blend of analytical troubleshooting, Zendesk mastery, and empathetic communication to every single ticket. Requirements Handle customer emails, marketplace queries, and B2C tickets professionally, hitting our strict SLA targets for response and resolution times. Validate, categorize, and prioritize incoming tickets accurately to keep the queue clean and moving. Dig into the data to troubleshoot failed orders, delayed digital deliveries, and transaction discrepancies. Spot and escalate supplier-related issues internally to our Purchasing team (no direct supplier contact needed). Maintain flawless ticket documentation and tagging in Zendesk to help us spot trends and improve. Deliver high-quality, clear written communication that drives up our customer satisfaction scores. Follow internal playbooks diligently and ensure smooth, seamless handovers before stepping away. Responsibilities You have a minimum of 3–4 years of experience in e-commerce, online marketplaces, or fintech customer support. (Experience in the gift card or digital rewards space is a big plus, but not required!) You know Zendesk inside and out. You understand how tags, triggers, and views work to optimize your workflow. (This is mandatory.) You possess world-class written English. You can explain complex technical or transactional issues simply and warmly. You are equally comfortable helping an enterprise B2B partner with a bulk delivery issue as you are resolving a single consumer's complaint. You are excited about (and ideally have experience) working alongside AI support tools and AI agents to speed up your workflow. You have extreme attention to detail. You don't get flustered by high ticket volumes; instead, you find flow in resolving them systematically.