Position: Customer Service Support

Number of hours: 60 hours/week

• Respond promptly and professionally to customer inquiries via live chat, email, phone, and social media DMs
• Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction
• Use CRM systems to track tickets, customer history, and resolutions
• Make and receive calls using cloud phone systems, particularly OpenPhone
• Assist customers with basic troubleshooting for our mobile apps (iOS and Android)
• Escalate technical issues to relevant departments as needed
• Monitor and manage support queues to ensure timely follow-ups
• Create or update support documentation as necessary
• Identify recurring customer issues and report trends to improve support processes
• Ensure SLAs (Service Level Agreements) and KPIs are met
• Collaborate with other team members for seamless customer support coverage
• Provide feedback on tools, workflows, or customer pain points for continuous improvement

• Excellent communication skills – oral and written (non-negotiable)
• Proven experience in customer support (chat, email, phone, and social media)
• Familiarity with CRMs (e.g., HubSpot, Zendesk, Freshdesk, etc.)
• Experience using cloud phone systems, especially OpenPhone
• Ability to troubleshoot basic app issues on both Android and iOS
• Strong multitasking and organizational skills
• Self-starter who can work independently and take initiative
• Reliable internet connection and a quiet workspace

Work Schedule:

• VA #1: 9:00 AM – 9:00 PM (12-hour shift)
• VA #2: Night shift / graveyard hours following VA #1’s schedule



Note: No work required on official holidays