Job Description
Join our award-winning customer experience team as a Remote Customer Service Representative in Boston! We're seeking empathetic professionals to deliver exceptional support while enjoying the flexibility of full-time remote work. Our culture prioritizes growth, innovation, and work-life balance. You'll receive comprehensive training, cutting-edge tech tools, and opportunities for career advancement—all while representing a brand trusted by millions. Benefits include: competitive pay, health insurance, 401(k) matching, and monthly stipends for home office setup. Ready to make an impact from home?
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95% satisfaction rate
- Manage complex escalations using CRM systems and documentation protocols
- Collaborate with cross-functional teams to improve service workflows
- Meet/exceed performance metrics: 25+ cases/day, <2 AHT
- Maintain accurate customer records and compliance documentation
- Identify upsell opportunities for premium service offerings
- Participate in bi-weekly training for product updates and soft skills
Qualifications
- 2+ years customer service experience in high-volume environments
- Proficiency with Zendesk/Salesforce and ticketing systems
- Exceptional verbal/written communication skills
- Strong problem-solving abilities with empathy-first approach
- Self-motivated with proven remote work history
- US work authorization and quiet home office setup
- Ability to work flexible hours including weekends