Customer Support Specialist

35 minutes ago
Part-time
Entry Level
Customer and Technical Support
Hireframe

Hireframe

Hireframe is a nearshore and offshore staffing agency that sources top remote talent for high growth companies, offering on-demand recruitment services for critical positions in various sectors.

Professional Services
51-250

Description

  • Respond to customer support inquiries about products, orders, shipments, and general account questions.
  • Resolve issues involving lost, stolen, delayed, or damaged shipments.
  • Process eligible replacement and reshipment orders.
  • Coordinate with shipping insurance providers to submit and track claims.
  • Communicate with third-party logistics partners via Slack to resolve fulfillment issues, mispicks, and shipment concerns.
  • Follow up with logistics and insurance partners to secure reimbursements when applicable.
  • Maintain detailed records of customer support cases and resolutions.
  • Prepare weekly customer support reports with ticket details, claim status, reimbursement outcomes, reshipment details, and customer satisfaction ratings.
  • Respond to customer tickets within 1–2 hours for tickets received before noon PST.
  • Deliver timely resolutions and maintain organized support documentation.

Requirements

  • Previous customer support or customer service experience.
  • Excellent written English communication skills.
  • Strong empathy and conflict-resolution abilities.
  • Ability to remain calm and professional when assisting frustrated customers.
  • Highly organized with strong attention to detail.
  • Comfortable working independently and managing multiple follow-ups.
  • Experience using Slack.
  • Experience with Gorgias or similar help desk platforms is a plus.
  • Ability to learn product knowledge quickly and confidently assist customers.
  • Kind, empathetic, and customer-focused approach.
  • Patient, approachable, and service-first mindset.
  • Task-oriented and reliable.
  • Comfortable taking ownership of issues through resolution.

Benefits

  • Permanent remote work flexibility.
  • Annual performance bonuses.
  • Dedicated coaches for additional support and skill-building.
  • Opportunities for professional growth.
  • Supportive remote-first environment.
  • Career development and success-focused culture.

Interested in this position?

Apply directly on the company website

Apply Now

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