Job Title: Customer Service Associate (Omni-Channel Support) – Remote

Job Overview

We are looking for a detail-oriented and customer-focused Customer Service Associate to provide support across multiple communication channels including email, chat, phone, and social media. This is a 100% remote role requiring strong communication skills, adaptability, and a passion for delivering excellent customer experiences.

The ideal candidate thrives in a fast-paced environment, is tech-savvy, and can seamlessly handle inquiries across different platforms while maintaining a consistent and high-quality customer experience.

Key Responsibilities

Provide support to customers across omni-channels including:

• Email
• Live Chat
• Phone

Respond promptly and professionally to customer inquiries

Resolve product or service issues efficiently

Handle order tracking, returns, refunds, and general inquiries

Maintain accurate records of customer interactions

Escalate complex concerns to appropriate teams when necessary

Follow communication scripts and brand tone guidelines

Meet or exceed response time and customer satisfaction targets

Collaborate with internal teams to improve customer experience

Identify recurring issues and recommend process improvements

Required Qualifications

Previous experience in customer service, virtual assistance, or support roles

Experience supporting customers through multiple communication channels

Excellent written and verbal English communication skills

Strong problem-solving abilities

High attention to detail and organization skills

Comfortable working remotely and independently

Tech-savvy and able to quickly learn new systems

Preferred Qualifications

Experience supporting eCommerce, SaaS, or service-based businesses

Familiarity with CRM / Helpdesk platforms (e.g., Zendesk, Gorgias,Freshdesk, Intercom, HubSpot, etc.)

Experience with order management tools or ticketing systems

Social media customer support experience

Technical Requirements

Reliable high-speed internet connection

Quiet and professional remote work environment

Updated computer/laptop (Core i5/Sequoia above)

Ability to work in required time zones or shifting schedules

Key Competencies

Customer-first mindset

Multitasking and time management

Adaptability in a fast-paced environment

Strong verbal & written communication skills

Empathy and patience

Work Setup

• 100% Remote
• Full-time / Part-time
• Flexible or shifting schedule depending on business needs