Customer Support Representative

About the Client

The hiring company builds ecommerce shipping software for small businesses that need a more affordable way to ship. Its platform is designed to keep things simple while offering substantial shipping discounts, with no fees or hidden charges.

Role Overview

This customer support role is focused on helping users get the most out of the shipping platform. You will respond quickly and with empathy, solve customer questions, and support retention by making the experience smooth and positive. The position is part of a remote team environment.

Key Responsibilities

• Build a strong understanding of shipping processes and product knowledge so you can guide customers effectively.
• Handle live chat conversations in a quick, friendly, and helpful manner.
• Show customers how to use the software in ways that reduce shipping costs.
• Adjust easily to a fast-moving remote work setup.
• Collaborate with teammates, including availability on weekends and holidays when needed.
• Use company-issued equipment to perform your work from home.
• Help maintain a supportive, upbeat team culture.
• Create excellent customer experiences that help the company stand out.

Requirements

• A courteous, patient, and service-oriented attitude.
• Ability to type quickly and accurately.
• Comfort with technology and the ability to juggle several tasks at once.
• Strong attention to detail.
• Good texting skills on iOS or Android devices.
• Must reside in one of the eligible U.S. states for this role.

Preferred Background

• Experience in ecommerce or small business environments is a plus.
• Spanish language ability is preferred.
• A playful ability to “speak like a pirate” is mentioned as a bonus trait.

Compensation and Benefits

• Hourly pay of $27.88, with the possibility of overtime pay.
• 144 hours of accrued vacation time, available after 90 days.
• 12 paid holidays each year.
• 80 hours of paid sick leave annually.
• Medical insurance fully paid for employees; dependents covered at 50%.
• Dental and vision coverage fully paid for employees; dependents covered at 50%.
• Traditional and Roth 401(k) options with a 100% company match on the first 1% to 3% of contributions.
• 12 weeks of paid parental leave.
• One-time home office reimbursement of up to $1,500.
• Additional support for wifi and snacks.
• Remote-first setup with flexible scheduling.
• Employee recognition program with rewards.

Equal Opportunity

The employer states that all qualified applicants will be considered fairly regardless of race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. The company also emphasizes an inclusive workplace.

Additional Information

This opportunity is for a U.S.-based remote employee. The organization providing the role is the employer of record for the position, while the recruiting partner is only facilitating the connection and application process.