Customer Support Representative

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

 

Our client is seeking a proactive and empathetic Customer Support Representative to deliver exceptional customer service across multiple communication channels. The company values outstanding customer experiences and is committed to providing timely, accurate, and professional support while fostering long-term customer relationships. They are looking for someone who thrives in a customer-focused environment and enjoys solving problems while collaborating with cross-functional teams.

ROLE OVERVIEW

The Customer Support Representative will be responsible for providing high-quality customer support through phone, email, and text communications. The Customer Support Representative will assist customers with product inquiries, order support, account management, issue resolution, and documentation while collaborating with internal teams to ensure a seamless customer experience. This role is ideal for someone with strong communication skills, excellent problem-solving abilities, and a passion for delivering exceptional customer service.

LOCATION

Fully Remote | 9:00 AM - 5:00 PM

KEY RESPONSIBILITIES

CUSTOMER COMMUNICATION

• Respond to customer inquiries via phone, email, and text.

• Troubleshoot customer questions related to products, services, and orders.

• Resolve customer issues promptly and professionally.

• Escalate complex cases while maintaining ownership of the customer experience.

ORDER & ACCOUNT SUPPORT

• Assist customers with order tracking, modifications, and returns.

• Support account updates and customer profile management.

• Process customer requests accurately within CRM and internal systems.

• Verify customer information and account details.

DOCUMENTATION & REPORTING

• Maintain detailed records of customer interactions.

• Document customer inquiries and resolutions within CRM systems.

• Identify recurring customer issues and escalate trends to leadership.

• Recommend opportunities to improve support processes.

CROSS-FUNCTIONAL COLLABORATION

• Partner with sales, operations, and product teams to resolve customer concerns.

• Communicate customer feedback to internal stakeholders.

• Support continuous improvement of products, services, and customer experience.

CUSTOMER EXPERIENCE & QUALITY

• Deliver exceptional customer service aligned with company standards.

• Build positive customer relationships and brand loyalty.

• Ensure consistent quality across all customer interactions.

QUALIFICATIONS EXPERIENCE

• 2+ years of experience in customer service or customer support roles.

• Experience providing customer support via phone, email, and text.

• Experience resolving customer inquiries and troubleshooting issues.

• Experience supporting customer orders, returns, and account management.

• Experience documenting customer interactions within CRM systems.

• Experience collaborating with cross-functional teams to resolve customer issues.

QUALIFICATIONS SKILLS

• Excellent verbal and written English communication skills.

• Experience with Zendesk.

• Experience with HubSpot.

• Experience using CRM and customer support software.

• Strong problem-solving and conflict-resolution skills.

• Strong organizational and documentation abilities.

• Excellent attention to detail.

• Empathetic, patient, and customer-focused mindset.

• Ability to remain calm under pressure.

• Strong collaboration and interpersonal communication skills.

WHAT SUCCESS LOOKS LIKE

• Customers consistently receive timely and professional support.

• Customer satisfaction remains high across all communication channels.

• Customer inquiries are resolved efficiently with minimal escalations.

• Customer records remain accurate and well documented.

• Internal teams receive valuable customer feedback that improves products and processes.

OPPORTUNITY

This is an opportunity to play a key role in delivering exceptional customer experiences while developing valuable customer service, communication, and operational skills. The Customer Support Representative will collaborate across departments and contribute directly to customer satisfaction, operational improvements, and long-term business success. High performers will have opportunities to grow into Customer Success or Customer Support leadership roles.

APPLICATION PROCESS:

TO BE CONSIDERED FOR THIS ROLE THESE STEPS NEED TO BE FOLLOWED:

• Fill in the application form

• Record a video showcasing your skill sets