Customer Experience Representative

Customer Experience And Locksmith Support Representative

KeyMe is revolutionizing lockout solutions for homes, cars and businesses. Via artificial intelligence and robotics, KeyMe allows users to store, share, and duplicate their physical keys and RFID cards. Fully automated self-service key duplicating kiosks can be found in over 8,500+ locations across the country in major retailers such as WalMart, Kroger, 7-Eleven, Menards, and many others.

Additionally, KeyMe offers customers a one-stop solution for all their locksmith needs ranging from lockouts and re-keys to complex installations and custom jobs. All KeyMe locksmiths have extensive experience and are fully vetted to ensure our customers receive the utmost quality experience. With upfront set pricing, customers know they will never be confronted with last minute charges. KeyMe's smart routing gives customers the ability to monitor their Locksmith's arrival, job progress, and receive instant receipts. KeyMe is providing unrivaled service quality, prices, and customer experience into the $12B/yr locksmith industry.

KeyMe is an exciting, well-funded (over $150M raised to date), tech company that is solving real consumer pain points. KeyMe is proud to have an open, collaborative and relaxed atmosphere where bright professionals work hard and enjoy what they do. With the added benefit of a friendly, flexible and creative working culture, you'll be joining a forward-thinking, expanding team to continue opening doors for our customers.

We're committed to providing a diverse, equitable and inclusive workplace where team members from all backgrounds, ethnicities, cultures, and experiences feel welcome and thrive. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

About the Role

KeyMe's Customer Experience & Locksmith Support Representatives are the front line of our fast-growing key-copying and locksmith platform. In this role, you'll support customers, locksmith partners, and internal teams by managing service requests, resolving escalations, coordinating active locksmith jobs, and delivering exceptional customer experiences across phone, email, and chat channels.

This role is a critical part of the customer journey — helping customers during stressful lockout situations, improving service outcomes, and turning frustrated customers into loyal advocates for the KeyMe brand.

You'll work closely with KeyMe's leadership to identify problems, improve processes, and deliver fast, empathetic, and solution-oriented support. This position is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, communicates confidently, and genuinely loves helping people.

This is a full-time remote position.

What You'll Be Doing

Customer Service and Support

• Answer high volumes of inbound and outbound customer calls, emails, and chats
• Assist customers with billing issues, locksmith service requests, product questions, order updates, and escalations
• Provide calm, empathetic support to customers experiencing stressful lockout or security situations
• Maintain a high level of professionalism and positive rapport with every customer interaction
• Keep accurate records of customer interactions, transactions, comments, and complaints

Locksmith Coordination and Dispatch Support

• Manage active locksmith jobs between customers and service providers
• Monitor ongoing service performance and ensure locksmith compliance throughout the job lifecycle
• Coordinate with locksmiths to ensure accurate status updates including en route, work started, and job completion
• Reduce cancellations and improve locksmith job conversion rates through proactive communication and problem-solving

Escalations and Resolution Management

• Resolve customer and locksmith escalations quickly and professionally
• Investigate service issues and work with leadership to identify solutions
• Surface operational problems and collaborate with leadership teams to improve processes and customer outcomes

Customer Experience and Performance

• Help achieve company NPS and customer satisfaction goals
• Contribute ideas and feedback to improve the customer experience and internal processes
• Build customer trust and loyalty by delivering fast, reliable, and solution-focused service
• Impact company performance by helping retain customers and improve service conversion rates

How We Know You Can Do It

• Proven experience providing exceptional customer service in a fast-paced environment
• Minimum 1 year of call center, customer support, dispatch, sales, or service experience
• High school diploma or equivalent required
• Strong verbal and written communication skills
• Ability to multitask, prioritize, and stay organized under pressure
• Comfortable handling high volumes of calls, emails, and chats
• Ability to stay calm, empathetic, and professional during difficult customer interactions
• Strong problem-solving and critical thinking skills
• Comfortable working independently in a remote environment
• Availability to work evenings, weekends, and holidays as needed
• Reliable internet connection with a minimum 50 Mbps download speed
• Experience using Zendesk, Twilio, Google Workspace, or similar systems preferred
• Bilingual in Spanish and English is a plus, but not required

What You'll Get

• Hourly rate is $16.00
• Health, dental, and vision insurance
• Remote budget to set up your home office and internet stipend
• 401K plan with match
• PTO
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Basic Life and AD&D Insurance