Overview
About the role
You're the voice of the customer-facing brand for whichever client you're placed on. You handle live chat, email tickets, the occasional phone call and social DMs — calmly, quickly, and on-brand. Your CSAT score is the number we watch.
Responsibilities
What you'll do
- Reply to chat and email tickets within SLA, in the client's tone.
- Take inbound calls and handle escalations within your authorised scope.
- Keep the saved-reply library and FAQs up to date.
- Flag patterns in tickets that point to product or onboarding issues.
- Hit team SLAs on first response time, first-contact resolution and CSAT.
- Cover scheduled shifts reliably — predictable coverage matters.
Profile
What we're looking for
- Strong written English and a clear phone voice.
- Empathetic, patient, calm with frustrated customers.
- Comfort with Zendesk, Intercom, HubSpot, Freshdesk or similar.
- Predictable availability across US or EU business hours.
- A second language (FR, ES, ZH, UR, HI, AR) is a significant plus.
- Prior support experience preferred but not required.
Benefits
What you get
- Fully remote, schedules aligned to US or EU hours.
- NDAs and confidentiality on every engagement — your work is protected.
- A dedicated lead and a team that has your back, even on tough accounts.
- Clear scope, clear SLAs, clear expectations. No mystery work.