Customer Service Agent

About the Role

We’re hiring a Customer Service Agent for a proactive client satisfaction role, not reactive customer support.

Responsibilities

• Assist directly with clients in US time zones
• Answer live calls and handle callbacks
• Respond promptly to customer inquiries via email, SMS, phone
• Answer product questions, troubleshoot issues and resolve customer complaints professionally
• Follow up on unresolved customer queries to ensure a satisfactory resolution
• Manage and close support tickets
• Maintain clear internal notes for each customer interaction
• Tag and escalate important or urgent cases when necessary
• Diagnose product- or order-related issues and resolve or escalate accordingly
• Process order updates, returns, refunds, or customer profile updates within policy guidelines
• Follow Standard Operating Procedures and escalation protocols
• Maintain high attention to detail and data accuracy in fulfilment updates
• Actively participate in team huddles or briefings
• Share customer feedback or trending issues with the Customer Support Manager and suggest improvements

Qualifications

• Professional English communication skills required (spoken and written)
• Comfortable leading calls and advising clients
• Proactive mindset — notice problems early and act
• Strong communication and time management skills
• Comfortable working with global clients and flexible schedules

Additional Information

• Full-time: 40 hours per week
• Flexible shift scheduling due to global clients

Benefits

• Fully remote
• Be part of a team that’s redefining client support for businesses
• Collaborate with a motivated, supportive group of professionals

Additional Information

• Interested? Please apply directly through LinkedIn.