Customer Service Representative

As a Customer Support Representative, you will be directly responsible for assisting our clients with any inquiries or issues via email. You will work closely with the customer support team and other departments to ensure that our clients receive timely, clear, and accurate support. You will need to be highly organized and able to communicate effectively with customers to ensure their needs are met.

Duties and Responsibilities

• Provide professional, friendly, and effective email-based support to clients in the e-commerce space.
• Troubleshoot and resolve client issues promptly, ensuring high satisfaction.
• Collaborate with team members to share insights and resolve issues together.
• Maintain accurate knowledge base articles and contribute to improving processes.
• Follow up with clients to ensure issues are fully resolved and their experience is positive.
• Work with internal teams to escalate complex issues and ensure customer satisfaction.
• Continuously improve knowledge of products and services to provide accurate solutions.

• Proven experience in customer support, preferably in a SaaS, e-commerce, or tech-driven environment.
• Experience in Zendesk is preferred
• Exceptional written and verbal communication skills in English.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong problem-solving skills with a focus on customer satisfaction.
• Highly organized with attention to detail and the ability to manage time effectively.
• Comfortable working in a remote environment and using digital communication tools.

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.