Customer Experience Representative

Job Title: Customer Experience Representative

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

Each shift begins with the open queue: customer calls, emails, and chats waiting for a clear, helpful answer. This customer experience role communicates product and service information, resolves routine questions, and helps customers understand their next steps. The representative works within the support team under a customer service team lead, collaborating with customers and colleagues handling escalated concerns. This fully remote position allows you to work from home in Florida, United States, with all duties completed at a desk.

The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming service tickets in a Support platform such as Freshdesk, identify unanswered requests, and organize responses according to urgency and established procedures.
• Answer customer calls through a Contact-center phone system such as Ring Central, listen carefully, and confirm the question before explaining available assistance.
• Respond to messages through a Live chat such as Intercom, using clear language and checking understanding before moving to the next conversation.
• Review customer interaction history in a CRM such as Hub Spot to understand previous conversations and avoid asking customers to repeat information unnecessarily.
• Check approved product and service references before answering questions about features, account access, order status, or routine service changes within assigned authority.
• Explain available next steps in plain language, set realistic expectations, and confirm whether the customer needs additional clarification before ending the interaction.
• Record the question, checks completed, response provided, and any outstanding action in the service ticket so colleagues can continue the conversation accurately.
• Follow up on unresolved requests when an update is due, contacting the responsible support colleague and sharing confirmed progress with the customer.
• Escalate unfamiliar issues, repeated service difficulties, or requests outside assigned authority to the customer service team lead, including relevant context and attempted steps.
• Close completed tickets after confirming the outcome; quality is judged through response accuracy, turnaround, complete notes, and consistent follow-up on outstanding questions.

• High school diploma or equivalent.
• No experience required; related experience answering customer questions through telephone, email, or chat is preferred.
• Basic understanding of customer experience, service ticket handling, and the importance of consistent product and service information.
• Familiarity with a Support platform such as Freshdesk and a CRM such as Hub Spot is preferred.
• Willingness to learn a Live chat such as Intercom and a Contact-center phone system such as Ring Central.
• Clear spoken and written communication, active listening, and the ability to explain practical next steps patiently.
• Ability to check information, maintain accurate interaction notes, and recognize when a question needs team lead guidance.
• A reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Florida, with customer interactions and team collaboration handled online or by phone.
• Structured onboarding and training on a Support platform such as Freshdesk, a CRM such as Hub Spot, a Live chat such as Intercom, and a Contact-center phone system such as Ring Central.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and strengthen service habits.
• Opportunities to build customer experience, active listening, written response, ticket handling, and practical service recovery skills through daily work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.