Customer Support Specialist – iLabs Sri Lanka | US eCommerce (Night Shift)

Customer Support Specialist

📍 Battaramulla, Colombo  ·  🕐 Full-Time  ·  🏢 Onsite  ·  🎧 Customer Service

About iLabs

iLabs is a global software product engineering company with roots in Silicon Valley and offices in Battaramulla, Sri Lanka. Their flagship eCommerce venture, Cloud of Goods, is a fast-growing rental marketplace operating in 150+ cities across the USA, Canada, and Mexico.

Role Overview

iLabs is seeking passionate Customer Support Specialists to be the voice and heart of Cloud of Goods. You’ll manage customer inquiries, resolve issues, and collaborate with partners to ensure smooth order fulfillment for US-based customers.

Shift: 12-hour shifts (US Times — night shift in Sri Lanka)
Location: Battaramulla (Onsite)
Experience Required: 1–2 years

Key Responsibilities

• Provide accurate, valid, and complete information to customers using the right methods and tools
• Handle inbound/outbound phone calls, emails, and live chats from US online customers
• Handle complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
• Proactively identify service challenges and escalate them appropriately for quick turnaround
• Support the team’s goal of maximizing customer satisfaction and retention through empathetic, solution-oriented communication
• Keep records of customer interactions, process accounts, and file documents
• Promote suitable rental options and upsell products/services based on customer needs
• Adhere to company policies, quality standards, and SLAs related to call handling and response times

Requirements

• Excellent command of English (written and oral) is a must
• Very good phone etiquette and professional demeanor
• 1–2 years of experience in customer service, tele sales, or inside sales (BPO or e-commerce background preferred)
• Demonstrated proficiency in typing and grammar
• Knowledge of relevant software, computer applications, and equipment
• Experience with handling web chat
• Basic knowledge of US geography
• Prior experience with US-based customers is a strong advantage
• High level of empathy, patience, and problem-solving ability
• Comfortable working night shifts (to align with US time zones)