Customer Care Associate

Summary

Join Velocity Global's growing Global Delivery Center team as a Customer Care Associate (Tier 1 Support)! This remote, full-time role provides 24/5 support to clients and internal teams, focusing on exceptional customer care and high-quality service. You will be the first point of contact for client inquiries, resolving issues and escalating as needed. This position requires a Bachelor's degree or equivalent, at least one year of customer service experience, and familiarity with ticket management systems. If you're passionate about client support and have experience working across different time zones, this is the ideal opportunity for you. Velocity Global offers a range of benefits including flexible time off, parental leave, health and dental insurance, retirement savings, and an employee incentive plan.

Requirements

• Bachelor's degree or equivalent certification
• Minimum 1 year of experience in a customer service role or similar, providing transactional and service-based client support
• Experience working across different time zones, ideally in a 24/5 support setup
• Familiarity with ticket management systems and case-tracking tools
• Proficiency in English (verbal and written)
• Tech-savvy, with experience using Microsoft Office, Google Suite, and other digital tools
• Strong research, organizational, and problem-solving skills
• A consultative, client-focused approach to communication
• Experience with creating positive client experiences
• Interest in international business and employment

Responsibilities

• Be the first point of contact for client inquiries, ensuring tier 1 support and issue resolution
• Manage internal and external communication through the case management platform, collaborating with team members for efficient workflow
• Resolve client issues, escalating to specialist teams as needed
• Deliver high-quality service aligned with Service Level Agreements (SLAs)
• Update client tickets within the case management platform, ensuring prompt escalation when needed
• Research client questions and scenarios, presenting clear solutions to both clients and company partners
• Provide guidance on payroll, expenses, and HR-related queries
• Analyze data from multiple sources to deliver concise insights to clients and teams
• Collaborate across service lines to provide quick issue resolution
• Enhance client satisfaction by reviewing past interactions, making recommendations, and implementing solutions to improve service
• Update Velocity Global's internal knowledge management tools
• Maintain expertise in international employment and payroll
• Demonstrate flexibility to work rotational shifts, including early mornings, late evenings, and public holidays

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend