Customer Care Associate

About the Role

This fully remote position sits within the customer support team, works under a customer service team lead, and helps customers get clear answers without unnecessary repeat contact. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Receive incoming customer questions from the shared service queue through a support platform such as Freshdesk, and review existing tickets before responding.
• Answer incoming calls through a contact-center phone system such as Talkdesk, identify the reason for contact, and explain the next step clearly.
• Check customer contact details, previous conversations, and relevant service information in a CRM such as Salesforce before making updates or offering an answer.
• Ask focused questions to understand each concern. Separate the immediate request from related questions so the response addresses what the customer actually needs.
• Explain product or service information using approved reference materials. Give straightforward instructions and confirm that the customer understands what to do next.
• Record the question, checks completed, response given, and outstanding actions in the service ticket. Keep customer details accurate and notes easy to follow.
• Resolve routine requests within your assigned permissions. Send unusual requests, unresolved concerns, or requests outside those permissions to the customer service team lead.
• Coordinate with internal service specialists when another team must provide an answer. Include the relevant context and keep responsibility for updating the customer.
• Review open tickets and follow up when an expected update is missing. Confirm the outcome with the customer before closing the ticket or arranging another follow-up.
• Meet quality expectations for accurate answers, timely turnaround, complete notes, and consistent follow-up. Use feedback from ticket reviews to improve future responses.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care, phone support, or email support experience preferred.
• Basic understanding of how customer questions become service tickets, including the difference between resolving a routine request and asking for additional support.
• Comfort learning customer support systems, searching previous conversations, entering accurate details, and moving between phone and written customer interactions.
• Clear spoken and written communication, with the ability to explain service information in short, understandable steps and check that an answer is understood.
• A calm, respectful approach to dissatisfied customers, with patience for repeated questions and willingness to seek guidance rather than guess.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and handling customer information responsibly.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in training and team check-ins.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote, desk-based work from home in Washington.
• Structured onboarding and training on example support, CRM, and phone systems.
• Regular check-ins with the team lead.
• Build practical skills in customer care, complaint resolution, clear explanations, service ticket handling, and effective follow-up across different contact channels.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and stipends.