Customer Service Representative (Customer Support)

TL;DR

Customer Service Representative (Customer Support): Delivering fast and empathetic customer support across phone, email, and live chat with an accent on issue resolution and ticket management. Focus on troubleshooting common issues, maintaining high CSAT/NPS scores, and optimizing support workflows.

Location: Remote (Must be based in Honduras). Working hours: Must align with U.S. Client Business Hours.

Company

hirify.global is a remote staffing agency that connects skilled professionals with global clients across various industries.

What you will do

• Respond to inbound customer inquiries via phone, live chat, and support tickets.
• Resolve customer concerns and troubleshoot common issues, escalating complex cases when necessary.
• Manage support requests using platforms like Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Update FAQs, knowledge base articles, and communication templates to improve support efficiency.
• Collaborate with Operations, Billing, and Technical teams to ensure seamless issue resolution.
• Maintain accurate customer records and ensure strict SLA compliance.

Requirements

• 1–2+ years of experience in customer service, call center, or client-facing support.
• Must be based in Honduras.
• Excellent written and verbal English communication skills.
• Proficiency with customer support platforms (Zendesk, Freshdesk, etc.) and Google Workspace/MS Office.
• Availability to work during U.S. Client Business Hours.
• Reliable internet connection and a professional remote workspace.

Nice to have

• Experience supporting U.S.-based customers.
• Background in SaaS, E-commerce, Healthcare, or Finance.
• Experience working in KPI-driven support environments.
• Multilingual communication skills.

Culture & Benefits

• Fully remote work opportunity.
• Direct impact on customer experience and long-term retention.
• Collaborative, supportive, and structured work environment.
• Access to modern customer support platforms and tools.
• Clear career growth paths into Customer Success, Team Lead, or Operations roles.

Hiring process

• Initial phone screen.
• Spark Hire intro video (3–5 minutes).
• Practical assessment based on customer support scenarios and simulated tickets.
• Client interview and background verification.