Customer Care Consultant

About the Role

This is a fully remote, desk-based opportunity to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Receive customer questions through an assigned email, phone, and service ticket queue, identifying the main concern and the outcome the customer needs.
• Review relevant customer account details and previous interactions in a CRM such as HubSpot before recommending next steps or requesting clarification.
• Investigate service problems by asking focused questions, comparing customer descriptions with available product or service information, and identifying practical options.
• Explain solutions in plain language, including what the customer can do next and which steps require assistance from the support team.
• Create and update service tickets in a support platform such as Freshdesk, recording the concern, troubleshooting completed, guidance provided, and current status.
• Handle customer calls through a contact-center phone system such as RingCentral, listening carefully and confirming understanding before moving toward a resolution.
• Escalate unresolved or unusually complex concerns to the customer service team lead or appropriate service specialist, including a concise investigation summary.
• Follow up when an answer is pending, check progress with the responsible colleague, and keep customers informed without promising unconfirmed outcomes.
• Confirm that the proposed solution addresses the customer's original concern, summarize any remaining actions, and close tickets only when the outcome is clear.
• Maintain quality through accurate guidance, appropriate turnaround, complete notes, and consistent follow-up; share recurring customer concerns for review by the team lead.

Qualifications

• High school diploma or equivalent.
• Related customer care, contact center, or service support experience preferred, including experience gained through volunteer activities.
• Ability to understand product or service information and use approved reference materials to explain available solutions accurately.
• Familiarity with customer interaction tracking and ticket queues preferred, with willingness to learn the named systems through guided practice.
• Clear written and verbal communication, including the ability to ask useful questions and summarize a concern without unnecessary detail.
• Patient listening and sound judgment when responding to frustrated customers, comparing options, and recognizing when additional guidance is needed.
• Ability to prioritize open requests, maintain useful interaction notes, and follow through on assigned actions while working independently.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home, with responsibilities handled through digital systems and customer communication channels.
• Structured onboarding and training on a CRM such as HubSpot, a support platform such as Freshdesk, and a contact-center phone system such as RingCentral.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and support steady development.
• Opportunities to build customer investigation, solution explanation, ticket documentation, and service recovery skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.