Job description
Join a premium customer service team in Austin, TX. We are seeking a proactive, empathetic, and techâsavvy Customer Service Representative to deliver worldâclass support across phone, email, and live chat. You will be the voice of our brand, solving problems, guiding customers, and turning inquiries into lasting relationships. This fullâtime role offers competitive compensation, comprehensive training, and a modern, remoteâfriendly environment.
Partner with crossâfunctional teams, resolve issues efficiently, and contribute to initiatives that improve the customer experience. If you thrive in fastâpaced settings and care about client success, we want you on our team.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with professionalism and empathy.
- Resolve product and service issues, escalating when necessary to ensure firstâcontact resolution.
- Document interactions in the CRM and maintain accurate customer records.
- Collaborate with product and sales teams to provide feedback and improve the customer journey.
- Identify opportunities to upsell or crossâsell relevant features where appropriate.
- Monitor and strive to improve metrics such as CSAT, First Response Time, and average handling time.
- Manage multiple conversations concurrently in a fastâpaced environment.
- Provide clear and timely communication on status and resolution to customers.
Qualification
- 2+ years of experience in customer service or support roles.
- Excellent written and spoken communication skills in English.
- Experience with CRM systems (e.g., Zendesk, Freshdesk) and multiâchannel support.
- Strong problemâsolving abilities and empathy for customers.
- Ability to manage time, stay organized, and handle high volumes calmly.
- Team player with a positive attitude and a desire to learn and grow.
- Bachelor's degree is a plus but not required.
- Flexibility to work evenings or weekends as needed for coverage.