Customer Support Agent (American company)

Job Title: Customer Support Agent

Location: Remote (South Africa Preferred)

Employment Type: Full-Time

About Company

We are a cutting-edge e-commerce platform dedicated to helping Shopify stores boost revenue through SMS-based abandoned cart recovery, personalized customer engagement, and retention strategies. With our seamless live chat support, we ensure our customers receive real-time assistance to optimize their experience with our platform.

Position Overview

We are seeking 2 full-time Customer Support Agents to join our dynamic team and ensure 24/7 coverage. You will be responsible for providing friendly, prompt, and knowledgeable customer support primarily through live chat on Intercom, with additional email support duties. Your goal is to help customers by answering inquiries, resolving issues, and ensuring they receive excellent service.

Key Responsibilities

• Live Chat Support: Provide excellent customer service via Intercom, responding to customer inquiries promptly and professionally.
• Customer Reviews: Actively collect and encourage positive customer reviews.
• Minor Administrative Tasks: Handle basic tasks such as resubmitting phone numbers and uploading CSV files.
• Help Documentation: Assist in updating and maintaining support documentation as needed.
• Shift Coverage: Work a 12-hour shift to ensure consistent 24/7 support alongside your fellow support agent.

What We’re Looking For

We are looking for “A players” who retain training well, are highly responsive, and are adept at understanding our product and customer needs.

Requirements

• Excellent Written English: You must have superb written communication skills, as this is a customer-facing role that will require frequent written interactions.
• Super Friendly Demeanor: Be warm, approachable, and solution-focused in all customer interactions.
• Adaptability: You will need to quickly learn and retain product knowledge, stay up-to-date with platform updates, and cater to our customer base.
• Proactive & Organized: Be able to manage minor tasks efficiently, while keeping documentation updated.
• Female Candidates Preferred: This is to help balance our currently male-dominated team.

Working Conditions

• Shift Schedule: Each agent will work a 12-hour shift to cover 24/7 support. Flexibility and reliability are key.
• Remote: This is a fully remote position, with candidates based in South Africa preferred for time zone coverage.

Benefits

• Competitive Salary: $1,500 USD/month.
• Opportunity for Growth: Join a growing tech startup and be part of a fast-paced environment where your contributions are valued.
• Supportive Team: Work with a collaborative team that strives for excellence.