Job Description
Join our award-winning team as a Remote Customer Service Representative and deliver exceptional experiences to clients across the US. We're seeking passionate individuals to become the voice of our brand while enjoying Austin's vibrant culture from home. This full-time remote role offers competitive compensation, comprehensive benefits, and growth opportunities in a supportive environment.
As a key member of our customer success team, you'll resolve inquiries efficiently, build lasting relationships, and contribute to our mission of exceeding customer expectations. Our training program ensures you're equipped with the tools to succeed, while our Austin-based leadership team provides dedicated support.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 98% resolution rate
- Resolve billing, technical, and product issues using CRM systems and knowledge bases
- Document interactions accurately in Salesforce and maintain customer data integrity
- Collaborate with technical teams to escalate complex issues and implement solutions
- Meet/exceed performance metrics including CSAT scores and handle time targets
- Participate in continuous training to master product updates and service protocols
- Identify process improvement opportunities and provide feedback to leadership
Qualifications
- High school diploma or equivalent; college degree preferred
- 2+ years customer service experience in remote or hybrid settings
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional verbal/written communication skills with neutral accent
- Strong problem-solving abilities and conflict resolution techniques
- Reliable high-speed internet and dedicated home office space
- Ability to work flexible hours including evenings/weekends as needed
- Previous experience in SaaS, tech, or subscription-based industries