We are looking for a dedicated and empathetic Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing them with exceptional support and ensuring their issues are resolved promptly and effectively.
This role will be working from home permanently and during U.S. business hours.
Duties And Responsibilities
Respond to customer inquiries via phone, email, and chat in a timely and professional manner
Assist customers with account setup, transactions, and troubleshooting
Provide information about our products and services, guiding customers to make informed decisions
Escalate complex issues to the appropriate departments and follow up to ensure resolution
Maintain accurate records of customer interactions and transactions
Identify and report potential product issues and improvements based on customer feedback
Stay updated on the latest industry trends and product developments to provide accurate information to customers
Strict adherence to set working hours to meet Service Level Agreements (SLAs) for response times; being available and active during assigned shifts is critical
Requirements
High school diploma or equivalent; college degree preferred
Previous experience in customer service, preferably in the fintech or financial services industry
Strong communication skills, both written and verbal
Proficient in using customer support software and tools
Empathy and patience when dealing with customer concerns
Reliability in adhering to work schedules to meet SLAs
Benefits
Hireframe provides nearshore and offshore staffing solutions. We are a remote-first company with team members in the United States, Mexico, and the Philippines. Our comprehensive benefits package includes:
Tax-free compensation
Annual performance bonuses
10 leave credits after 3 months
HMO coverage after 6 months
Dedicated coaching to enhance performance, communication, and leadership skills
Growth opportunities
At Hireframe, you'll thrive in a supportive environment designed to foster professional growth and success.
Seniority level
Entry level
Employment type
Full-time
Job function
Iba pa
Industries
Mga Non-profit na Organisasyon, Primarya at Sekundaryang Edukasyon
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