Customer Support

Summary

Join our 10-year-old remote staffing business as a Customer Support Smart Staff (VA)! This role involves handling customer inquiries across various channels, resolving issues, and ensuring customer satisfaction. You'll also contribute to general operations, including documentation updates, process improvement suggestions, and internal team support. We require 1+ years of customer support experience, remote work experience, and excellent communication skills. Familiarity with CRM and helpdesk tools is essential. We offer a competitive salary, pandemic-proof work, company events, tenure-based benefits, HMO coverage, and paid time off. Apply today!

Requirements

• 1+ years of experience in customer support, call center, or virtual assistance
• At least 1 year of remote work experience
• Excellent English communication skills (written and verbal)
• Strong problem-solving skills and ability to handle customer concerns professionally
• Experience with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot)
• Ability to manage multiple support channels (email, chat, phone)
• Strong general business support skills, including: Administrative assistance
• Strong general business support skills, including: Calendar and schedule management
• Strong general business support skills, including: Email and inbox handling
• Strong general business support skills, including: Basic documentation and reporting
• Detail-oriented with strong organizational skills
• Tech-savvy and quick to adapt to new tools and platforms
• Stable high-speed internet with backup
• Computer (laptop or desktop) with recommended quad-core CPU 2.5GHz+, RAM 8GB+, and dual monitor
• Headset, mic, and webcam for meetings
• Dedicated and distraction-free workspace

Responsibilities

• Respond to customer inquiries via email, chat, and phone
• Handle order processing, cancellations, and refunds
• Assist customers with troubleshooting and provide accurate information
• Manage support tickets and ensure timely resolutions
• Follow up with customers to ensure satisfaction and resolve pending concerns
• Document customer interactions and update CRM systems
• Maintain and update customer support documentation (FAQs, templates, SOPs)
• Track common customer issues and suggest process improvements
• Monitor customer feedback and escalate recurring problems
• Support the internal team with administrative customer-related tasks
• Assist with basic reporting on customer support metrics

Preferred Qualifications

• Familiarity with tools like ChatGPT, Claude AI, Gemini, Notion AI, Canva AI, etc
• Experience with e-commerce customer support (Shopify, Amazon, etc)
• Familiarity with AI-powered customer service tools
• Knowledge of basic dispute resolution and refund policies

Benefits

• Salary rate is up to $6/hr based on experience
• Pandemic-proof job
• Since you will be working from home, you get to save a lot of time and money
• Company & team events - Virtual and Offline
• Tenure Based Benefits
• HMO coverage up to $50/Month
• Paid Time Offs