About Reverb

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune. 

About the role

Resolutions Specialists at Reverb are key players in delivering exceptional customer service by handling escalated cases and resolving complex issues for our community of music makers and gear sellers. This role involves investigating, analyzing, and providing solutions for a wide variety of cases, from disputes and order issues to policy enforcement. Specialists are empowered to make informed decisions that support both customer satisfaction and Reverb’s policies, balancing empathy with critical problem-solving skills. They collaborate closely with cross-functional teams to improve processes, advocate for customers, and contribute to Reverb’s mission of making the world more musical.

This is a full-time, hybrid position reporting to the Resolutions Manager. Hybrid team members are expected to work from our Chicago office 1-3 times per week depending on team norms.

Responsibilities

• Review and begin outreach on a daily caseload of new case assignments (caseload varies based on team priorities and support volume).
• Mediate and resolve complex customer issues, including account support, platform and policy guidance, order disputes, fraudulent orders, non-Reverb Safe Shipping claims, and other inquiries. This may include follow-up via phone for effective resolution.
• Address and resolve tickets from specialized support queues, such as unshipped orders, unpaid orders, pending payments, and flagged support tickets.
• Use tier-2 permissions to perform actions like account deletions, refunds, tax exemptions, account suspensions or placements under review, and other account accommodations.
• Serve as a support liaison between departments, such as Accounting, Fraud, Marketplace Integrity, and Seller Outreach, to ensure cohesive case management.
• Support front-line agents by responding to requests in dedicated Slack channels to provide guidance.
• Make outbound calls to customers on assigned cases when additional communication is needed for resolution.
• Manage and resolve customer disputes in alignment with our Resolutions Field Guide and handle Safe Shipping claims to ensure fair outcomes.
• Assist both buyers and sellers with carrier claims processes and facilitate the necessary steps for resolutions.
• Manage cases within the PayPal Resolution Center 
• Build strong customer relationships by providing clear, proactive updates on their current issues and ensuring high-quality service.
• Document case activities accurately using Zendesk and internal forms to maintain thorough records.
• Perform additional duties as assigned to support the team’s overall success.

Requirements

• Outstanding written and verbal communication skills
• Attention to detail and diligent note-taking
• Music gear knowledge
• Strong reasoning and problem-solving skills
• Self-starter with strong collaboration skills
• Adaptable and resilient with the ability to quickly pivot
• Flexibility in work schedule, including potential weekend shifts 

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers a comprehensive total rewards package that combines base, bonus, and an array of benefits. Some of our key benefits include but are not limited to the following:

• 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
• Life, AD&D, and supplemental long-and short-term disability insurance
• A matching 401(k)
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
• Paid sabbatical program
• Annual work/life stipend
• Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that an equitable and inclusive workplace where people from all backgrounds can come, stay and thrive makes us a more relevant and resilient company. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!