Russell Tobin & Associates is currently seeking a Customer Support Representative to work for one of our top global tech clients!
Pay: $24-$26/hr. depending on experience
Location: Remote- US
Schedule: PART TIME- Tuesday-Sunday 1p-5p PST -OR- 5p-9p PST
Job Summary:
This role will support a newly launched product in its pilot phase, where you’ll be embedded in a focused pod responsible for delivering a high-quality, reliable customer experience during a critical growth period.
Key Responsibilities
- Respond to inbound customer inquiries via email and SMS
- Evaluate refund eligibility based on defined policies and time-based criteria
- Validate order details and required data before processing requests
- Prepare and submit structured approval requests
- Track case progress and ensure accurate, timely resolution
- Complete required documentation, forms, and daily reporting
- Escalate high-risk or policy-exception cases when necessary
- Communicate clearly and professionally with customers throughout the process
- Identify recurring issues and share trends with the pod lead
Qualifications
- Prior experience in customer support or a similar role
- Strong written communication skills
- High attention to detail and ability to follow structured processes
- Comfortable working within policy-driven environments and SLAs
- Sound judgment in identifying when to escalate issues
- Proficiency with Google Workspace (Docs, Sheets, Gmail, etc.)
- Availability to work evenings and weekends
Nice to Haves:
- You have a Bachelor's degree or higher, or are currently pursuing one
- You have 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups or related experience
- Prior experience in customer support or a similar role
- Experience working with external partners
- Ability to thrive in a fast-paced, evolving environment
Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
