Customer Support Agent

About the Role

The Customer Support Agent directly assists customers by clarifying service information, resolving routine concerns, and ensuring each interaction moves toward a clear next step. This role sits on the customer support team and works under a customer service team lead while partnering with customers and internal support colleagues. The position is fully remote and work from home in Florida, United States. The role requires a 40-hour weekly commitment.

Key Responsibilities

• Receive customer questions through a support queue, calls, emails, chat messages, and service tickets, then identify the purpose of each contact.
• Verify relevant account details and review prior interaction notes before providing accurate product or service information.
• Respond directly to routine questions using approved guidance, clear language, and steps that customers can follow.
• Create and update tickets in a support platform such as Freshdesk, including the issue, actions taken, and agreed next steps.
• Enter and review customer interaction details in a CRM such as HubSpot to maintain useful account context for future contacts.
• Handle incoming and outgoing call activity through a contact-center phone system such as Five9 while documenting the conversation promptly.
• Monitor open tickets, send follow-up messages when additional information is needed, and confirm whether the customer’s concern has been addressed.
• Route complex, unresolved, or time-sensitive matters to a customer service team lead or the appropriate internal support colleague with complete notes.
• Recognize recurring customer questions and share observations with the support team to improve available guidance and service information.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and courteous customer interactions.

Requirements & Tech Stack

• High school diploma or equivalent.
• Familiarity with customer support workflows, including responding to customer questions and updating service tickets.
• Ability to learn a support platform such as Freshdesk and apply ticket status, notes, and routing steps consistently.
• Ability to learn a CRM such as HubSpot for reviewing customer context and updating interaction details.
• Comfortable using a contact-center phone system such as Five9 for customer call handling and follow-up activity.
• Strong written and verbal communication skills, active listening, and the ability to explain information clearly.
• Ability to review details, follow established service guidance, and manage several open customer contacts responsibly.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Qualifications

• No experience required, related experience preferred.
• Structured onboarding and training on Freshdesk, HubSpot, Five9, customer support workflows, and service guidance.
• Regular check-ins with the customer service team lead for coaching, questions, and work updates.
• Opportunities to build skills in ticket handling, customer communication, issue tracking, and service follow-up.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.