Customer Service Representative (CSR) – Remote

Location: Belize; remote. Working hours align with U.S. client business hours.

Company

hirify.global is hiring on behalf of a client for a customer support role focused on phone, email, live chat, and ticket-based service.

What you will do

• Handle inbound customer inquiries through phone, email, live chat, and support tickets.
• Resolve customer concerns, troubleshoot common issues, and escalate complex cases.
• Prioritize and manage tickets according to urgency, SLA requirements, and business impact.
• Document customer interactions, troubleshooting steps, resolutions, and follow-ups.
• Maintain FAQs, knowledge base articles, response templates, macros, and workflow documentation.
• Collaborate with operations, billing, technical support, and product teams to resolve issues and identify recurring problems.

Requirements

• 1–2 years of experience in customer service, customer support, call center, or client-facing roles.
• Experience with customer support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
• Strong written and verbal English communication skills.
• Excellent multitasking, organizational, documentation, and high-volume ticket management skills.
• Proficiency with Google Workspace and Microsoft Office.
• Reliable internet connection and a professional remote workspace.

Nice to have

• Experience supporting U.S.-based customers.
• Background in SaaS, e-commerce, healthcare, finance, or service-based businesses.
• Familiarity with live chat platforms, support automation tools, or KPI-driven support environments.
• Multilingual communication skills.

Culture & Benefits

• Fully remote work environment.
• High-impact customer-facing role with exposure to modern support platforms and workflows.
• Career growth opportunities toward senior customer support, customer success, team leadership, or operations support.
• Success is measured through FCR, CSAT, NPS, response and resolution times, SLA compliance, ticket quality, documentation accuracy, and QA performance.

Hiring process

• Initial phone screen followed by a video interview with a hirify.global recruiter.
• Practical assessment using customer support scenarios or simulated tickets.
• Client interview with support leadership, followed by an offer and background verification; applicants also complete a recorded Spark Hire introduction video.