Customer Service Associate

Goodwill Greater New York and Northern New Jersey (GWNYNJ) is a nonprofit organization with a rich history of over 100 years dedicated to empowering individuals and strengthening communities through the power of work and sustainable fashion. Operating across New York and Northern New Jersey, GWNYNJ plays a critical role in providing job training, employment placement services, and community programs that help people achieve financial independence and career advancement. The organization is committed to fostering an inclusive and supportive work environment where all employees feel valued and are encouraged to bring diverse perspectives and experiences that drive innovation and enhance the mission impact. Goodwill NYNJ is an equal opportunity employer that values diversity and inclusion, providing a welcoming workplace for applicants of all backgrounds, identities, experiences, and abilities.

The Customer Support & Success Associate – E-Commerce role is an essential position within Goodwill NYNJ’s rapidly growing e-commerce operation, which sells thousands of secondhand items each month through leading online marketplaces such as ShopGoodwill, eBay, and others. This full-time position is based in South Hackensack, NJ, and offers a dynamic and mission-driven work environment. In this role, you will act as the voice and advocate for customers, managing all inquiries, returns, and refunds promptly and with empathy to maintain high seller ratings and ensure an exceptional buyer experience. You will be responsible for owning the entire customer experience journey — from initial contact to case resolution and gathering feedback. When customer support volumes allow, you will also contribute directly to the operations by assisting in listing and preparing secondhand items for sale, ensuring quality and accuracy in product presentation.

This multifaceted role requires someone organized, detail-oriented, and capable of balancing customer service excellence with hands-on production support in a fast-paced environment. You will be a key player linking customer insights to operational improvements, working closely with management and the production team to uphold quality standards and protect the company’s reputation on multiple sales platforms. Your efforts will directly support Goodwill’s mission by helping to generate revenue that funds critical community programs and employment services across New York and New Jersey. This opportunity is ideal for individuals who thrive in collaborative settings, welcome the challenge of diverse responsibilities, and want to make a meaningful difference through their work.