Customer Care Agent (Voice & Chat)

TL;DR

Customer Care Agent (Voice & Chat): Provide customer service and tech support through inbound calls, chat, and tickets for a North American dental SaaS platform and e-commerce marketplace with an accent on achieving 90% answer rate and managing interdepartmental requests. Focus on reporting customer issues, coordinating with vendors, scheduling tutorials, onboarding new customers, and assisting with outreach campaigns.

Location: Remote (Toronto - EST, Canada), fixed schedule Mondays-Fridays 9:00 am to 6:00 pm EST

Company

North American dental industry company offering integrated SaaS compliance/management platform and e-commerce marketplace for dentists using HubSpot CRM.

What you will do

• Handle inbound customer service and tech support via calls, chat, and tickets maintaining 90% answer rate
• Report customer issues and feedback
• Manage interdepartmental requests by flagging in Zendesk
• Coordinate communication with vendors through weekly calls, emails, and tickets
• Schedule and conduct online tutorials, onboard new customers, and support client outreach campaigns

Requirements

• Availability for fixed EST schedule: Mondays-Fridays 9am-6pm EST (40 hours/week with 1-hour unpaid break)
• Proficiency in Zendesk
• Google Workspace experience
• Atlassian experience (ideally)

Culture & Benefits

• Permanent work from home
• Immediate hiring for qualified candidates
• Independent contractor position

Hiring process

• Complete application with assessment questions, technical check, and voice recording
• Hourly pay rate based on application performance
• Priority review for fully completed submissions