Remote Customer Service Representative

Help customers resolve issues and find solutions via chat, email, and phone. You'll be the first point of contact for our users, troubleshooting problems, answering questions, and building positive relationships that keep customers coming back.

Responsibilities

• Respond to customer inquiries across multiple channels—email, chat, and phone—within service level agreements

• Troubleshoot common technical and account issues, escalating complex problems to specialist teams when needed

• Document all interactions accurately in our ticketing system to maintain clear customer records

• Proactively suggest product features and solutions that match customer needs

• Gather customer feedback and share insights with product and operations teams to drive improvements

• Maintain a professional, empathetic tone in all communications, especially during high-stress situations

• Meet or exceed quality metrics, including first-contact resolution and customer satisfaction scores

Requirements

• 1+ year of customer service or support experience (in any industry)

• Strong written and verbal communication skills; ability to explain technical concepts clearly

• Patient, detail-oriented mindset with the ability to multitask in a fast-paced environment

• Proficiency with ticketing systems, CRM software, or similar tools (we provide training on ours)

• Reliable internet connection and a quiet workspace suitable for taking calls and video chats

• Ability to work independently and follow processes while using good judgment in edge cases