Customer Care Agent

Job Title:
Customer Care Agent

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

When customers reach out, this role helps them leave with an answer they understand and a clear next step. As a Customer Care Agent, you directly handle customer questions about products, services, and account access while keeping each interaction respectful and useful. You sit within the customer support team, work under a customer service team lead, and collaborate with other support agents and product support colleagues.

This fully remote position lets you work from home in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through incoming calls, emails, and service tickets, reviewing the conversation history before responding to avoid asking customers to repeat information.
• Use a Support platform such as Zendesk to organize incoming requests, select the appropriate request category, and keep each ticket current throughout resolution.
• Check customer account information through approved verification steps, identify the specific question, and record relevant details without requesting unnecessary personal information.
• Explain product features, service information, account navigation, and standard troubleshooting steps in plain language suited to the customer's question and familiarity.
• Use a CRM such as Salesforce to review previous interactions and update contact notes so other support colleagues can understand the customer's situation.
• Handle incoming calls through a Contact-center phone system such as Five9, listening carefully, confirming understanding, and summarizing the answer before ending each conversation.
• Follow approved guidance to resolve routine questions directly, checking available reference materials rather than guessing when an answer is unclear.
• Escalate unresolved issues or requests outside your authority to the customer service team lead or product support colleagues, including the steps already attempted.
• Follow up on open requests when updates are available, explain next steps, and confirm the customer's question has been addressed before closing tickets.
• Maintain quality through accurate answers, timely turnaround, complete notes, and consistent follow-up, using feedback from reviewed interactions to improve future customer care.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer care, telephone support, or online customer support experience preferred.
• Basic understanding of customer support practices, including listening, clarifying questions, explaining options, and confirming that an answer is understood.
• Willingness to learn the named support platform, CRM, and contact-center phone system through guided practice and reference materials.
• Clear spoken and written English for customer conversations, concise email replies, and useful ticket notes that colleagues can follow.
• Comfortable navigating browser-based systems, entering accurate updates, and finding product or service information while handling a customer request.
• Ability to stay composed during difficult conversations, recognize when assistance is needed, and follow established escalation steps.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for confidential customer conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Texas, with daily responsibilities handled through digital customer support channels.
• Structured onboarding and training on the named systems, customer interaction practices, reference materials, and escalation procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and support steady development.
• Opportunities to build customer care, telephone etiquette, written response, ticket handling, and service recovery skills through practical experience.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.