Customer Service Agent (US, Remote)

Responsibilities: — Provide friendly, accurate, and timely customer support via email, live chat, and phone. — Assist customers with order status, shipping updates, account access, subscription management, and product questions. — Handle scheduled daily phone support shifts, including inbound calls and callbacks, meeting call-volume goals. — Deliver warm, clear, and efficient phone support, escalating complex calls when necessary. — Troubleshoot and resolve basic customer concerns independently. — Document customer interactions accurately in the support platform. — Use internal knowledge bases and saved replies to ensure consistent and accurate responses. — Escalate complex or sensitive issues to Tier 2 or leadership appropriately. — Maintain high standards of customer satisfaction, empathy, and professionalism. — Follow internal processes and SOPs to ensure consistent service quality. — Meet or exceed productivity and quality expectations for response time and ticket resolution. — Be available and responsive during assigned shifts and communicate scheduling changes promptly. Requirements: — 1-2 years of customer service experience, preferably in eCommerce or high-volume support. — Experience with email, live chat, and/or phone support. — Strong written communication skills with excellent grammar and tone. — Ability to manage a high volume of customer conversations efficiently. — Strong attention to detail and ability to follow processes. — Comfortable using customer support platforms and quick to learn new tools. — Self-motivated and able to work independently in a remote environment. Bonus Points: — Experience with customer support platforms such as Zendesk, Richpanel, or similar. — Familiarity with subscription-based eCommerce businesses. — Interest in health, nutrition, or wellness products. Benefits: — Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost. — Generous paid time off and paid sick time. — Six paid holidays annually. — Paid parental leave. — 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance. — 401(k) with up to 4% company match after one year of service. — Monthly product stipend or access to damaged product. Additional Information: — This is a fully remote U.S.-based position requiring residence in specified states due to tax and compliance. — Candidates must be authorized to work in the United States; no visa sponsorship available. — Employment contingent upon Form I-9 completion and work authorization verification. — The company participates in E-Verify. — The role reports to Customer Service Supervisor in the Customer Service department. — Compensation is hourly with geographic-based pay tiers ranging from $17.00 to $24.00 per hour depending on location and qualifications. If interested, apply at the provided URL.