Customer Service Representative; Remote US Persona

"No prior work experience is required" is a rare line in a full-time remote support listing, and it's the first thing worth knowing here. The role is aimed at early-career candidates who are fluent in English, comfortable with helpdesk software and able to work during US business hours.

Two details are worth reading closely before applying. Persona is a recruiting and staffing company, so you would be placed with one client company that the listing doesn't name. And the listing gives no pay figure, only the claim of "best salaries in the industry."

Persona (Persona Talent, with the legal name Psychometric, Inc., according to its own website) is a recruiting and staffing company founded in 2018. It says it hires people from 98 countries into full-time, long-term remote roles, each dedicated to a single client. It also says it provides onboarding and ongoing employment support. One practical tip: don't confuse it with the identity-verification company of the same name, which is a separate business.

• Responding to customer chats and emails with empathy and accuracy
• Monitoring product feedback channels and passing on themes to product and operations teams
• Keeping customer records accurate in CRM and helpdesk systems
• Working with teammates to resolve cross-functional issues
• Contacting customers proactively, such as onboarding nudges, follow-ups and satisfaction checks
• Spotting simple upsell opportunities and routing qualified leads to sales
• Resolving complaints and escalating when appropriate
• Learning the client's product in depth to give accurate answers
• Tracking personal CSAT and resolution metrics and improving them weekly

• Fully fluent English
• Comfortable with modern apps and helpdesk technology
• Strong written communication and a service-first mindset
• Able to commit to full-time, long-term work
• Able to work US business hours (Pacific, Central or Eastern time)
• No prior work experience required, though customer-facing experience is an advantage
• Preferred: an associate's or bachelor's degree in any field, familiarity with Zendesk, Intercom, Freshdesk or Hub Spot Service, and experience in retail, hospitality or BPO customer service
• Tools listed:
  Zendesk, Intercom, Freshdesk, Hub Spot Service, Gorgias, Slack, Zoom and Google Workspace
• Sponsorship: Not addressed. The role is remote and open to applicants in many countries, so no relocation is involved, but the listing doesn't say how work eligibility or employment structure is handled by country.

• Pay: Not stated. The listing offers "best salaries in the industry" but gives no figure, and "get paid in your currency of choice" is the only payment detail
• Contract type: Full-time and long-term, dedicated to one client. Whether you'd be an employee or contractor isn't specified
• Schedule: US business hours (PT, CT or ET)
• "Full benefits" is claimed, but nothing is itemised
• Persona says it provides onboarding and ongoing employment support
• Growth opportunities and "work from anywhere permanently" are also listed

Before accepting any offer, ask for four things in writing: the pay rate and currency, whether you're an employee or contractor, who your employer of record is, and exactly which benefits apply. Staffing listings often leave these out, and it's reasonable to ask.