This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.
Our client is looking to strengthen its frontline support team with customer service professionals who can deliver a seamless experience to U.S.-based customers across phone and email channels. This role operates within a structured support environment, with clear service standards, defined escalation paths, and strong onboarding processes designed to help new team members quickly become effective.
Fully Remote | 8:30 AM - 5 PM EST
The Customer Service Agent will serve as the first point of contact for inbound customer support, handling order-related inquiries, resolving common issues, and ensuring timely communication across multiple channels. This is a Tier 1 support role requiring strong communication, accuracy, and the ability to manage several systems simultaneously while following established service procedures.
Handle inbound customer inquiries via phone and email with professionalism and efficiency.
Assist customers with order tracking, shipping updates, returns, exchanges, and product-related questions.
Process cancellation and modification requests in a timely manner, with particular attention to Monday ticket volume.
Maintain a positive customer experience aligned with brand standards.
Navigate multiple systems simultaneously, including CRM, ERP, WMS, and website backend tools, to resolve customer issues.
Document all customer interactions accurately in the CRM ticketing system (Zendesk).
Meet established SLA targets, including first reply within 8 business hours and full resolution within 24–48 hours.
File claims with carriers such as FedEx, UPS, and USPS for damaged or lost shipments.
Create shipping labels and support logistics-related tasks as needed.
Escalate complex or unresolved cases to Tier 2 following established protocols.
2+ years of customer service experience with demonstrated experience handling live phone calls.
Experience using CRM platforms, preferably Zendesk or similar tools.
Experience supporting U.S.-based customers is strongly preferred.
Experience with ERP systems such as NetSuite or SAP is a plus.
Familiarity with WMS or order management platforms is a plus.
Experience with Shopify or similar ecommerce platforms is a plus.
Experience filing carrier claims or coordinating with logistics providers is a plus.
High proficiency in spoken and written English, with clear and professional communication.
Strong attention to detail while managing multiple software systems simultaneously.
Comfortable using computers, Microsoft Office, and learning new systems quickly.
Ability to multitask effectively across phone, email, live chat, and backend systems.
Reliable internet connection and personal equipment for remote work.
Calm and consistent under volume pressure.
Proactive communicator with strong reliability and ownership.
Bilingual English/Spanish is helpful but not required.
This role offers the opportunity to join a structured support environment with clear processes, strong onboarding, and close collaboration with supervisors and escalation teams. It is a strong fit for someone who enjoys helping customers, values consistency, and wants to build long-term experience in a customer-focused remote team.
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