Senior Customer Service Representative | US Customer Support | Phone, Email & Chat | 3+ Years

We are seeking a highly experienced Senior Customer Service Representative to join our growing team and support customers for US-based businesses.

This is NOT an entry-level position. We are looking for experienced customer support professionals who are confident handling phone, email , and chat support while delivering exceptional customer experiences.

The ideal candidate is an excellent communicator, calm under pressure, solution-oriented, and able to resolve customer concerns independently with professionalism and empathy.

KEY RESPONSIBILITIES

Customer Support

• Handle customer inquiries via phone, email , live chat, SMS, and other communication channels
• Deliver prompt, professional, and friendly customer service
• Resolve customer issues while maintaining a high level of customer satisfaction
• Manage escalated concerns with confidence and professionalism
• Educate customers on products, services, policies, and procedures
• Follow up with customers to ensure issues are fully resolved

Case Management & Documentation

• Accurately document customer interactions within CRM and ticketing systems
• Maintain detailed notes and records for every customer interaction
• Update customer accounts and internal databases
• Follow company SOPs while exercising sound judgment when unique situations arise
• Ensure all customer information remains accurate and organized

Team Collaboration

• Work closely with operations and internal departments to resolve customer concerns
• Escalate issues appropriately when necessary
• Communicate effectively with team members and management
• Help improve customer support processes by identifying recurring issues and opportunities for improvement

Performance Expectations

• Maintain excellent customer satisfaction scores
• Meet response time and resolution goals
• Deliver consistent, high-quality customer experiences
• Represent the company professionally in every interaction

STRICT REQUIREMENTS — NON-NEGOTIABLE

Please apply only if you meet the following minimum qualifications:

• 3+ years of professional Customer Service or Customer Support experience
• Previous experience supporting US-based or international customers
• Excellent written and spoken English
• Strong phone communication skills with a clear and professional speaking voice
• Experience handling complex customer issues and escalations independently
• Experience using CRM or ticketing platforms such as:
• Zendesk
• Freshdesk
• Salesforce
• HubSpot
• Intercom
• Gorgias
• Help Scout
• Or similar systems
• Strong problem-solving and critical-thinking abilities
• Excellent attention to detail
• Ability to multitask in a fast-paced environment
• Reliable high-speed internet connection and professional work-from-home setup
• Available to work during US business hours

PREFERRED QUALIFICATIONS

Candidates with experience in the following industries are strongly encouraged to apply:

• SaaS
• eCommerce
• Home Services
• Pest Control
• HVAC
• Plumbing
• Electrical Services
• Logistics
• Healthcare
• Property Management
• Professional Services

Additional experience that is highly valued:

• Phone, email , live chat, SMS, and social media support
• Remote customer support for US companies
• High-volume contact center or BPO experience
• Technical support
• Billing and account support
• Order management
• Appointment scheduling
• Conflict resolution and customer retention

WHO WE'RE LOOKING FOR

Our ideal team member is:

• Experienced — You have a proven track record in customer service and can confidently manage customer interactions.
• Professional — You communicate clearly, respectfully, and professionally in every conversation.
• Reliable — You consistently show up on time and are dependable.
• Independent — You can manage your workload with minimal supervision.
• Solution-Oriented — You focus on resolving problems instead of simply responding to them.
• Calm Under Pressure — You remain composed when handling difficult conversations.
• Detail-Oriented — You document accurately and follow processes consistently.
• Customer-Focused — You genuinely care about delivering outstanding customer experiences.

WORK SETUP

• Fully Remote
• Full-Time
• US Business Hours
• Long-Term Opportunity
• Competitive compensation based on experience and qualifications
• Opportunity for growth within the company

HOW TO APPLY

To help us review your application more efficiently, please include the following information:

1. Your total years of Customer Service experience
2. The industries you've worked in (SaaS, eCommerce, Home Services, Healthcare, Logistics, etc.)
3. The companies you've worked for and your role at each
4. The CRM or customer support platforms you've used (Zendesk, Salesforce, HubSpot, Freshdesk, Intercom, Gorgias, etc.)
5. The types of support you've handled (Phone, Email , Live Chat, SMS, Social Media)
6. Whether you've supported US-based customers and for how many years
7. Your expected hourly rate (USD)

IMPORTANT: Please begin your application with the phrase "Senior CSR" followed by your total years of customer service experience (for example: Senior CSR – 6 Years). Applications that do not include this information may not be prioritized.

We are looking for professionals who are interested in building a long-term career with our team and who take pride in delivering exceptional customer service every day.