Customer Support Representative

Job Title: Customer Support Representative

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

When customers reach out about an online order, this role helps them leave with an answer they understand and a clear next step. The Customer Support Representative sits within the customer support team and works under a customer service team lead to provide accurate, considerate responses. The role works with customers, fellow support representatives, and order fulfillment contacts to address questions about products, purchases, and delivery updates. This fully remote position offers work from home in Michigan, United States, with all duties completed through digital systems and customer conversations. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails and service tickets in a support platform such as Zendesk, identifying each question and its urgency before responding.
• Answer incoming calls through a contact-center phone system such as Genesys, confirming the customer's question and explaining the next steps clearly.
• Respond to online store questions through a live chat such as Intercom, using approved product information and keeping responses relevant to each conversation.
• Check order status, item details, delivery updates, and available return options against current store information before sharing an answer with the customer.
• Update customer interaction histories in a CRM such as Microsoft Dynamics 365, recording the question, information checked, response provided, and outstanding actions.
• Explain product features, ordering steps, and account navigation in plain language without making promises beyond the information available through approved sources.
• Coordinate with order fulfillment contacts when delivery information is unclear, then communicate confirmed updates and expected next steps to the customer.
• Escalate unresolved complaints, unusual requests, or unavailable answers to the customer service team lead, including relevant context and actions already taken.
• Follow up on open tickets when updates arrive, confirm whether the customer's question has been answered, and close completed conversations with clear notes.
• Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, appropriate escalation, and consistent follow-up on outstanding customer questions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer support, online retail service, or phone support experience preferred.
• Familiarity with online shopping steps, order tracking, product information, and common delivery questions.
• Ability to learn customer support systems, customer interaction histories, call handling tools, and chat workflows through guided training.
• Clear spoken and written communication, including the ability to explain instructions without unnecessary technical language.
• Patient listening and sound judgment when clarifying concerns, checking information, and deciding when to seek help.
• Reliable computer, high-speed internet, and quiet private workspace suitable for customer calls and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home, with customer conversations and team coordination handled through digital channels.
• Structured onboarding and training on the named support, CRM, phone, and live chat systems using guided practice.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce clear service practices.
• Opportunities to build product knowledge, order tracking, customer communication, and practical skills for handling service conversations.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.