Job Description
Join our innovative team as a Remote Night Shift Customer Specialist and become the voice of our brand during critical overnight hours. Coastal Connect Solutions is seeking a dedicated professional to deliver exceptional customer support across digital channels while our West Coast clients rest. Enjoy the flexibility of working remotely with competitive compensation, comprehensive benefits, and a collaborative virtual environment designed for peak productivity after dark.
What We Offer:
- Full remote work flexibility from anywhere in the US
- 15% night shift differential pay
- Comprehensive health, dental, and vision insurance
- 401(k) with 6% company match
- Professional development stipend
Responsibilities
- Handle high-volume customer inquiries via chat, email, and phone during overnight shifts (11 PM - 7 AM PT)
- Resolve technical issues for SaaS platform users with 85%+ first-contact resolution rate
- Document all interactions in CRM system with detailed case notes and solution tracking
- Collaborate with global support teams during handover periods for seamless continuity
- Identify and escalate recurring product issues to engineering team
- Maintain 95%+ customer satisfaction score through personalized support
- Participate in weekly virtual team meetings and knowledge sharing sessions
Qualifications
- Minimum 2 years customer support experience with SaaS or tech products
- Proven ability to work independently during overnight hours with minimal supervision
- Exceptional written and verbal communication skills
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Strong troubleshooting abilities for common technical issues
- High-speed internet connection and quiet home office setup
- Ability to adapt to changing priorities in fast-paced environment
- Associate degree or equivalent professional certification preferred