Customer Service Agent

Customer Service Agents will contact and respond to customers to resolve their inquiries and concerns in a timely manner. This includes calling, texting, and emailing customers using provided tools and templates. The position requires consistent follow-up, accurate record-keeping, and clear communication.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.
• Use internal systems to document customer interactions, feedback, and issue resolutions.
• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.
• Process returns, swaps, and account adjustments according to company policy.
• Provide clear, empathetic communication while maintaining brand voice and professionalism.
• Identify recurring customer issues and report patterns or feedback to management.
• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.
• Contribute to a positive team environment and support continuous process improvement.
  
  

Requirements

• Clear and professional communication skills (written and verbal).
• Comfortable making phone calls, sending emails, and managing SMS conversations.
• Reliable, organized, and detail-oriented.
• Experience in customer service, retention, or subscription-based support preferred.
  
  

Why Work with Fragile?

• Hybrid work schedule: remote work with in-person trainings and reviews. Must live in Indiana.
• Be part of a rapidly growing company.
• Opportunities for growth within a fast-paced startup environment.
• $21/hour compensation.