Customer Support Representative-III

Customer Support Representative-III

Time: MonWed, 3 pm12 am PT, 9 hrs/day 3 days = 27 hrs/wk

Location: Fully Remote Job

About the Role:

We are seeking a detail-oriented Customer Experience Specialist to support a newly launched product during its pilot phase. This role is responsible for delivering a high-quality customer experience by managing inbound inquiries, reviewing refund requests, resolving cases, and ensuring accurate documentation. The ideal candidate is organized, responsive, and comfortable working in a fast-paced, policy-driven environment.

Key Responsibilities:

• Respond to customer inquiries through email and SMS channels.
• Review refund requests and determine eligibility based on established policies and criteria.
• Validate order information and required data before processing cases.
• Submit structured approval requests and track resolution progress.
• Maintain accurate case documentation, reports, and records.
• Ensure timely case resolution while meeting SLA requirements.
• Escalate complex, high-risk, or policy-exception cases when needed.
• Communicate clearly and professionally with customers throughout the resolution process.
• Identify recurring issues and share insights with internal teams.

Required Qualifications:

• Prior experience in customer support, customer operations, order support, or a related field.
• Strong written communication and problem-solving skills.
• High attention to detail with the ability to follow structured processes.
• Experience managing case queues and meeting turnaround expectations.
• Good judgment when handling escalations and exceptions.
• Proficiency with Google Workspace and email-based communication tools.
• Availability to work assigned evening/weekend shifts.

Preferred Qualifications

• Bachelors degree or currently pursuing one.
• 1+ years of experience in operations, sales, consulting, business development, banking, analytics, technology, or startup environments.
• Experience working with external partners.
• Ability to adapt and perform effectively in a fast-paced, evolving environment.