Job Overview
We are seeking a proactive Customer Support Agent & Team Lead to deliver high-quality support across phone, chat, and email while ensuring a seamless customer experience. This role is responsible for resolving customer issues, maintaining accurate CRM documentation, and staying up to date with product knowledge. In addition, the position provides leadership support by managing escalations, maintaining operational structure across time zones, ensuring administrative tasks are up to date, and guiding team members through regular check-ins and feedback. The ideal candidate combines strong customer service skills with the ability to support team coordination and continuous improvement. 

Schedule: 8:00am – 4:00pm CST 

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job 

Agent Responsibilities:

• Phone Support: Provide exceptional customer service via inbound and outbound phone calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.
• Chat Support: Manage real-time customer interactions through chat, providing quick and accurate responses to customer questions and concerns.
• Email Support: Handle customer emails promptly and professionally, offering solutions and assistance as needed.
• Issue Resolution: Troubleshoot and resolve customer issues effectively, ensuring a high level of customer satisfaction.
• Documentation: Accurately document customer interactions and issues in the company's CRM system, maintaining detailed records for future reference.
• Product Knowledge: Stay up-to-date with product information, company policies, and procedures to provide accurate and comprehensive support.
• Team Collaboration: Work closely with other team members and departments to ensure seamless customer service and support.

Lead Responsibilities

• Help organise and maintain the global CS structure, ensuring handovers, coverage, and ownership are clear across time zones.
• Ensure key admin tasks are completed and up to date (e.g. inbox hygiene, CRM tagging, feedback logs, etc).
• Review weekly customer feedback and lead customer escalations to deliver thoughtful, effective solutions.
• Act as the first point of escalation for NH Customer Service Agents, supporting complex or sensitive cases.
• Hold regular, informal check-ins with team members to provide support, guidance, and a sounding board for day-to-day challenges.

Side Note: Since this is a permanent work-from-home position and the arrangement is that of an “Independent Contractor,” the selected candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Reminder
Apply directly to the link provided; you will be redirected to BruntWork’s Career Site. You must apply using the said link to complete the initial requirements, which includes pre-screening assessment questions, technical check of your computer, and voice recording.
APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.