Job Description
Join our award-winning remote team as a Night Shift Customer Support Specialist and provide exceptional service to clients across the US and UK. This fully remote role offers the flexibility to work from anywhere in Boston while supporting our global customer base during overnight hours. You'll be part of a dynamic team committed to innovation and customer excellence, with comprehensive training and growth opportunities.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat during overnight shifts (10 PM - 6 AM EST)
- Document interactions accurately in CRM systems and maintain detailed case notes
- Collaborate with international support teams to resolve escalated issues
- Meet monthly performance metrics including CSAT scores and resolution times
- Identify process improvements and contribute to knowledge base updates
- Participate in quarterly training sessions on new products and technologies
Qualifications
- 2+ years of customer support experience with overnight shift exposure
- Proficient in CRM platforms (Salesforce/Zendesk) and ticketing systems
- Exceptional written and verbal communication skills
- Ability to troubleshoot technical issues independently
- Strong problem-solving skills with attention to detail
- Self-motivated with ability to work autonomously in remote environment
- US work authorization and quiet home office setup required