Customer Service Representative

Customer Happiness Team Member (Remote – South Africa or LATAM) About the Company We are a design-first home furnishings company focused on creating thoughtful, affordable products for urban dwellers and first-time homebuyers. Our mission is to provide exceptional customer experiences, high-quality products, and furniture that is easy to assemble and enjoy. As a people-first organization, we have operated as a fully remote company from the beginning. We are committed to reducing unnecessary workplace friction while preserving the human experience. We believe people should never have to compromise who they are or their values to build a meaningful career. About the Role As a Customer Happiness Team Member, your day-to-day work centers around what matters most to our company: people—especially our customers. You will directly impact the customer experience by supporting individuals through important milestones, such as furnishing a new apartment or first home. You will also play a key role in helping improve products and services by gathering and documenting customer insights that inform business decisions across the organization. As a member of the Customer Happiness team, you will have the opportunity to contribute to the frameworks, processes, and service standards that help deliver best-in-class customer support. Key Responsibilities Support customers through phone, live chat, SMS, and email channels. Assist customers with product questions, assembly guidance, troubleshooting, and issue resolution. Handle order-related and sales inquiries before, during, and after purchase. Collaborate with retail partners to resolve customer concerns and answer inquiries. Document customer feedback and identify trends that can drive product and service improvements. Act as the voice of the customer by transforming feedback into actionable recommendations. Deliver personalized, thoughtful support experiences while maintaining a high standard of service. Performance Expectations Following a comprehensive 6–8 week onboarding and training period, Customer Happiness Team Members are expected to: Respond to approximately 30 customer emails per day. Handle an average of 20–25 phone calls daily. Manage 5–10 SMS conversations per day. Support customers through live chat interactions as needed. Team members are empowered to make customer-focused decisions and are trusted to resolve most situations independently. The organization values flexibility, autonomy, and creating frictionless experiences for both customers and employees. About You We are looking for a naturally charismatic communicator who genuinely enjoys helping others. What You Bring Fluent English communication skills (minimum C1 level), both written and verbal. Strong listening skills and the ability to understand customer needs before offering solutions. Empathy, emotional intelligence, and a customer-first mindset. Strong problem-solving and critical-thinking abilities. Resourcefulness and a willingness to find solutions even when there is no obvious path forward. Ability to work independently with minimal supervision. Confidence navigating multiple software applications simultaneously. Experience troubleshooting customer issues and providing clear guidance. A passion for turning customer feedback into meaningful improvements. You take pride in doing the right thing for customers and making values-based decisions. You enjoy working autonomously and thrive in an environment built on trust, accountability, and ownership. Required Experience Minimum 2 years of experience in a customer-facing support role. Minimum 1 year of experience supporting customers through both phone and email channels. Formal education is not a requirement. We are more interested in your capabilities, mindset, and how you approach your work. Working Hours This role requires working both Saturday and Sunday as part of your regular schedule. Shifts are 9 hours long, including a 1-hour lunch break. Operating hours fall between 8:00 AM and 8:30 PM Eastern Time (ET). Exact schedules will be assigned following training. Days off will always be consecutive. Remote Work This is a fully remote position open to candidates based in South Africa OR LATAM. You may work from any location that provides: A reliable internet connection. Consistent power supply. A quiet, professional environment suitable for handling customer calls and online support. The ideal candidate is highly self-motivated, organized, and capable of managing their workload independently. What to Expect When you join our team, you can expect: A thoughtful and supportive onboarding experience. Time and resources to learn and succeed in your role. Direct, constructive feedback. Minimal meetings and a focus on meaningful work. Collaboration with intelligent, caring, innovative, and honest colleagues. A culture that values balance, autonomy, and sustainable performance. We believe great work happens when people are trusted, supported, and given the freedom to perform at their best.