Job Description

Careerscape is recruiting on behalf of our client for a Customer Experience Associate to join their fully remote support team. This is a great opportunity for someone early in their career who loves helping people, solving problems, and creating positive moments out of everyday interactions.

Day to day, you will spend most of your time on live chat, email, and phone conversations with customers, working through questions, order issues, and account concerns with patience and a friendly tone. People who thrive in this role are curious, calm under pressure, comfortable learning new software quickly, and genuinely energized by turning a frustrated customer into a happy one.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Troubleshoot account, order, and product issues using internal tools and knowledge base articles
• Document every customer interaction accurately in the CRM system
• Escalate complex or unresolved issues to senior support staff or the appropriate department
• Follow up with customers to ensure their issue was fully resolved
• Identify recurring customer pain points and share feedback with the team
• Meet daily and weekly targets for response time, resolution time, and customer satisfaction
• Stay current on product updates, promotions, and policy changes
• Assist with basic billing, returns, and account update requests
• Support special projects and process improvement initiatives as needed

Requirements

• High school diploma or equivalent required, some college coursework preferred
• Prior customer service, retail, or call center experience is a plus but not required
• Excellent written and verbal communication skills
• Comfortable navigating multiple software systems and browser tabs at once
• Strong active listening skills and a calm, empathetic phone manner
• Ability to work independently in a remote environment with minimal supervision
• Reliable high speed internet connection and a quiet home workspace
• Flexibility to work occasional evening or weekend shifts based on business needs
• Basic typing speed of 40 words per minute or higher

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with employer match
• Paid time off and paid holidays
• Fully remote position with equipment provided
• Monthly internet and home office stipend
• Paid training and ongoing coaching
• Career growth path into senior support and team lead roles
• Employee assistance program
• Casual, supportive team culture with virtual team events
• Performance based bonus opportunities

Job Type: Full-Time | Work Type: Remote | Industry: Customer Service | Experience: Entry

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