Customer Experience Agent — Tier 1

Jobgether; Austin (TX); Remote; USD 36,000 - 60,000; Full time

Benefits offered by this job

Retirement savings

Health insurance

Medical, dental, and vision coverage

Health Savings Account

Family support

Paid holidays

12 paid holidays

Community involvement

Flexible work arrangements

Annual health allowance

Mental health support

Remote work contribution

Automatic work-from-home contribution

Employee Assistance Program

Customer service training

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 for a fully distributed, remote role in the United States. You will handle inquiries via phone, email and chat, resolving routine issues and guiding customers through processes.

You will maintain product knowledge, document interactions in the CRM, and escalate complex cases as needed, contributing to a consistent, high-quality support experience.

Qualifications

• Minimum 1 year of experience in an inbound call center environment.
• Strong written and verbal English communication skills.
• Empathetic, patient and customer-focused approach.
• Ability to document interactions clearly and follow procedures.

Responsibilities

• Respond to customer inquiries through phone, email, chat and other channels.
• Investigate and resolve routine questions using established procedures.
• Elevate complex issues to Tier 2/3 with complete context.
• Follow up to ensure issues are resolved and customers are updated.
• Maintain current knowledge of products, policies and support tools.
• Record interactions and outcomes in the CRM accurately.
• Collaborate with other teams to resolve customer concerns.
• Aim for high CSAT and meet response-time targets.

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Agent — Tier 1 based in the United States.

The Customer Experience Agent — Tier 1 serves as the first point of contact for customers seeking assistance with products, services, and account-related questions. In this role, you will deliver timely, accurate, and empathetic support across phone, email, and chat channels, helping customers resolve routine issues and navigate available services. You will follow established support procedures, document interactions carefully, and elevate complex cases to the appropriate teams when necessary. By maintaining strong product knowledge and focusing on customer satisfaction, you will contribute to a consistent, high-quality support experience. Working within a collaborative, fully distributed team, you will also help identify recurring customer concerns and share insights that support continuous improvement. This opportunity is ideal for a dependable, customer-focused professional who enjoys problem-solving, clear communication, and making a positive difference in every interaction.

Central Time, and Saturday, 8:00 a.m.

Customer Support and Communication:

Respond to customer inquiries through phone, email, chat, and other assigned channels, providing timely, professional, and helpful assistance.

First-Level Issue Resolution:

Investigate and resolve routine customer questions and problems using established procedures, available resources, and sound judgment.

Case Escalation:

Identify complex, sensitive, or unresolved issues and elevate them to Tier 2 or Tier 3 agents or the Customer Experience Supervisor, ensuring that all relevant details are documented for a smooth handoff.

Customer Follow-Up:

Monitor open cases and follow up when necessary to ensure issues are resolved completely and customers receive clear updates on next steps.

Product and Policy Knowledge:

Maintain current knowledge of products, services, account processes, company policies, and customer support procedures to provide accurate information.

Process Compliance:

Follow established workflows, service standards, documentation requirements, and communication guidelines to ensure consistent, high-quality customer interactions.

CRM Documentation:

Accurately record customer interactions, reported issues, actions taken, and resolution outcomes in the customer relationship management (CRM) system.

Customer Feedback Collection:

Capture customer feedback, recurring questions, and common pain points, sharing relevant observations with the supervisor to support service and product improvements.

Team Collaboration:

Work closely with fellow agents and support staff to maintain service continuity, manage shared queues, exchange knowledge, and contribute to a positive team environment.

Cross-Functional Coordination:

Collaborate with other departments, as directed, to help resolve customer concerns that require additional expertise or support.

Performance and Quality Management:

Meet or exceed individual performance indicators, including response times, first-contact resolution (FCR), and customer satisfaction (CSAT).

Quality Assurance and Development:

Participate in quality reviews, team meetings, training sessions, and coaching discussions, applying feedback to improve performance and remain informed about process changes.

Reliable Service Delivery:

Maintain consistent attendance, productivity, professionalism, and ownership of assigned interactions, including adherence to the required work schedule and applicable holiday coverage expectations.

At least one year of experience in an inbound call center environment is required; experience supporting multiple brands is preferred.

Strong customer service skills, with the ability to approach every interaction with empathy, patience, and a genuine commitment to customer satisfaction.

Excellent written and verbal communication skills, including the ability to explain solutions, policies, and next steps clearly and concisely across different communication channels.

Ability to remain professional, calm, and composed when assisting frustrated customers or managing challenging interactions.

Demonstrated commitment to following established workflows, service standards, quality guidelines, and documentation procedures consistently.

Strong attention to detail and the ability to maintain accurate CRM records and communicate complete, reliable case information.

Ability to manage multiple customer interactions and competing priorities in a structured, fast-paced support environment.

Collaborative mindset, with a willingness to share knowledge, support colleagues, and coordinate with other teams to resolve customer concerns.

Openness to continuous learning, including active participation in training, coaching, quality reviews, and feedback-driven development.

Ability to adapt to updated products, policies, procedures, and support tools while maintaining high service standards.

Flexibility to accommodate applicable holiday coverage and the operational needs of a customer support team.

Competitive salary and eligibility for an annual bonus.

Fully remote work:

Work from home as part of a fully distributed organization.

• Retirement savings:
• Health insurance:
• Medical, dental, and vision coverage with generous employer contributions.
• Health Savings Account:
• Family support:
• Paid holidays:
• 12 paid holidays each year.
• Community involvement:
• One paid community service day annually.
• Flexible work arrangements:
• A flexible work schedule within the requirements of the assigned shift. An annual allowance to support personal health and well-being.
• Mental health support:
• Remote work contribution:
• An automatic work-from-home contribution included in each paycheck.
• Employee Assistance Program (EAP):
• Access to additional personal support and assistance resources.
• Opportunities to build customer service expertise through training, coaching, and ongoing feedback.

Data Privacy Notice:

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR).

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements.