Customer Service Agent

Fragile is a hyper-growth startup redefining the way people access consumer hardware through seamless rentals. Our platform makes premium technology - such as home robotics, smart home devices, wearable technology, gaming PCs, and more - accessible and affordable with flat monthly rates and no long-term commitments.

At Fragile, we thrive in a fast-paced, collaborative environment where operations blend the energy of a technology office with the hands-on nature of a warehouse. Our team is driven, focused, and dedicated to scaling a category-defining business. We work with intensity and passion, shaping the future of hardware rentals.

Customer Service Agents will contact and respond to customers to resolve their inquiries and concerns in a timely manner. This includes calling, texting, and emailing customers using provided tools and templates. The position requires consistent follow-up, accurate record-keeping, and clear communication.

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.
• Use internal systems to document customer interactions, feedback, and issue resolutions.
• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.
• Process returns, swaps, and account adjustments according to company policy.
• Provide clear, empathetic communication while maintaining brand voice and professionalism.
• Identify recurring customer issues and report patterns or feedback to management.
• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.
• Contribute to a positive team environment and support continuous process improvement.

• Clear and professional communication skills (written and verbal).
• Comfortable making phone calls, sending emails, and managing SMS conversations.
• Reliable, organized, and detail-oriented.
• Experience in customer service, retention, or subscription-based support preferred.

• Hybrid work schedule: remote work with in-person trainings and reviews.
• Be part of a rapidly growing company.
• Opportunities for growth within a fast-paced startup environment.
• $21/hour compensation.