Customer Support Representative-III
Time: Mon–Wed, 3 pm–12 am PT, 9 hrs/day × 3 days = 27 hrs/wk
Location: Fully Remote Job
About the Role:
We are seeking a detail-oriented Customer Experience Specialist to support a newly launched product during its pilot phase. This role is responsible for delivering a high-quality customer experience by managing inbound inquiries, reviewing refund requests, resolving cases, and ensuring accurate documentation. The ideal candidate is organized, responsive, and comfortable working in a fast-paced, policy-driven environment.
Key Responsibilities:
- Respond to customer inquiries through email and SMS channels.
- Review refund requests and determine eligibility based on established policies and criteria.
- Validate order information and required data before processing cases.
- Submit structured approval requests and track resolution progress.
- Maintain accurate case documentation, reports, and records.
- Ensure timely case resolution while meeting SLA requirements.
- Escalate complex, high-risk, or policy-exception cases when needed.
- Communicate clearly and professionally with customers throughout the resolution process.
- Identify recurring issues and share insights with internal teams.
Required Qualifications:
- Prior experience in customer support, customer operations, order support, or a related field.
- Strong written communication and problem-solving skills.
- High attention to detail with the ability to follow structured processes.
- Experience managing case queues and meeting turnaround expectations.
- Good judgment when handling escalations and exceptions.
- Proficiency with Google Workspace and email-based communication tools.
- Availability to work assigned evening/weekend shifts.
Preferred Qualifications
- Bachelor’s degree or currently pursuing one.
- 1+ years of experience in operations, sales, consulting, business development, banking, analytics, technology, or startup environments.
- Experience working with external partners.
- Ability to adapt and perform effectively in a fast-paced, evolving environment.