Customer Service Representative

TL;DR

Customer Service Representative (Customer Support): Managing inbound customer inquiries and resolving issues across phone, email, and chat channels with an accent on high ticket volume management and SLA compliance. Focus on improving first-touch resolution rates and maintaining high CSAT/NPS scores.

Location: Remote. Working hours must align with U.S. client business hours (with flexibility for evenings/weekends).

Company

hirify.global is a staffing and outsourcing firm providing professional support and operations talent for global clients.

What you will do

• Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
• Resolve customer inquiries across phone, email, live chat, and social media, aiming for first-touch resolution.
• Maintain and update internal knowledge bases and response templates to improve efficiency.
• Collaborate with product, operations, and engineering teams to resolve complex issues and provide customer insights.
• Prioritize cases by urgency and monitor open tickets to ensure closure within SLA requirements.
• Capture customer sentiment via CSAT and NPS surveys and log recurring trends for leadership.

Requirements

• 1–2 years of experience in customer service, call center, or support roles.
• Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud).
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office or Google Workspace.
• Availability to work U.S. client business hours.

Nice to have

• Industry experience in SaaS, e-commerce, healthcare, or finance.
• Multilingual support capability.
• Familiarity with KPI-driven support environments and AI-driven help tools.

Culture & Benefits

• Full-time remote work arrangement.
• Flexible scheduling for evenings and weekends depending on client needs.
• Opportunity to work in a high-growth, KPI-driven environment with clear success metrics.

Hiring process

• Initial phone screen.
• Video interview with hirify.global recruiter.
• Practical task simulating ticket handling via email/chat.
• Client interview with Support/Operations leadership.
• Offer and background verification.