Customer Service Support (MW - 04242025 - FTCSS)

Position: Customer Service Support
Number of hours: 60 hours/week
Schedule: __
Open Position: 2

Tasks required:

• Respond promptly and professionally to customer inquiries via live chat, email, phone, and social media DMs

• Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction

• Use CRM systems to track tickets, customer history, and resolutions

• Make and receive calls using cloud phone systems, particularly OpenPhone

• Assist customers with basic troubleshooting for our mobile apps (iOS and Android)

• Escalate technical issues to relevant departments as needed

• Monitor and manage support queues to ensure timely follow-ups

• Create or update support documentation as necessary

• Identify recurring customer issues and report trends to improve support processes

• Ensure SLAs (Service Level Agreements) and KPIs are met

• Collaborate with other team members for seamless customer support coverage

• Provide feedback on tools, workflows, or customer pain points for continuous improvement

Requirements:

• Excellent communication skills oral and written (non-negotiable)

• Proven experience in customer support (chat, email, phone, and social media)

• Familiarity with CRMs (e.g., HubSpot, Zendesk, Freshdesk, etc.)

• Experience using cloud phone systems, especially OpenPhone

• Ability to troubleshoot basic app issues on both Android and iOS

• Strong multitasking and organizational skills

• Self-starter who can work independently and take initiative

• Reliable internet connection and a quiet workspace

Work Schedule:

• VA #1: 9:00 AM 9:00 PM (12-hour shift)

• VA #2: Night shift / graveyard hours following VA #1’s schedule

Note: No work required on official holidays