Customer Support Representative – Tier 2

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Act as the primary contact for customer inquiries through phone, live chat, and email.

• Offer general support for accounts, including assistance with basic product functionality and account sign-up.

• Record customer interactions and ensure compliance with basic codes of conduct.

• Address complex issues that have been escalated beyond Tier 1 and deliver timely and accurate resolutions.

• Provide support for privacy and regulatory matters, ensuring customers adhere to applicable policies and codes of conduct.

• Troubleshoot issues related to payments, product functionality, features, subscriptions, and membership services.

• Conduct initial reviews of fraud and risk-related concerns.

• Ensure prompt escalation to the appropriate teams when necessary.

• Facilitate smooth and reassuring handovers for issues that exceed the representative's expertise.

• Assist in the effective delivery of Tier-1 and Tier-2 services.

• Deliver exceptional, white-glove customer support.

⛳️ Requirements

• Applicants must reside in Arizona, California, Colorado, Indiana, New York, Oklahoma, Tennessee, or Texas.

• Must be available for the graveyard shift, from 10 PM to 6 AM.

• Exceptional written and verbal communication abilities.

• Strong attention to detail is required.

• Possess critical thinking skills and empathy.

• Capability to multitask efficiently.

• Ability to manage complex Tier-2 customer support issues.

• Knowledge of privacy regulations, compliance guidelines, and relevant policies.

• Experience or capability to assist with inquiries via phone, live chat, and email.

• Experience or ability to troubleshoot issues related to payments, product functionality, features, subscriptions, and memberships.

• Ability to conduct preliminary fraud and risk assessments and escalate concerns as necessary.

• Principals only.

🏝️ Benefits

• Comprehensive benefits package that includes health, dental, and vision insurance.

• Competitive 401(k) plan available.

• Qualified applicants with a criminal background will be considered.