Customer Service Agent

fragile; Greenwood (IN); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Hybrid work schedule

Growth opportunities

Competitive pay: $21/hour

Job summary

Fragile is hiring a Customer Service Agent in Indiana to respond promptly to inquiries via phone, email, and SMS, and to manage active cases with accurate follow-ups. You will coordinate with logistics, billing, and technical teams to resolve order, payment, or product issues and process returns and account adjustments.

The role requires clear communication, reliability, and attention to detail. This is a hybrid position with remote work and in-person trainings, open to candidates living in

Qualifications

• Clear and professional communication skills.
• Comfortable making phone calls, sending emails, and managing SMS conversations.
• Reliable, organized, and detail-oriented.
• Experience in customer service, retention, or subscription-based support preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.
• Use internal systems to document customer interactions, feedback, and issue resolutions.
• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.
• Process returns, swaps, and account adjustments according to company policy.
• Provide clear, empathetic communication while maintaining brand voice and professionalism.
• Identify recurring customer issues and report patterns or feedback to management.
• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.
• Contribute to a positive team environment and support continuous process improvement.

Skills

Communication skills

Phone calls

Emails

SMS conversations

Detail-oriented

Customer service experience

Job description

Fragile is a hyper-growth startup redefining the way people access consumer hardware through seamless rentals. Our platform makes premium technology—such as home robotics, smart home devices, wearable technology, gaming PCs, and more—accessible and affordable with flat monthly rates and no long-term commitments.

At Fragile, we thrive in a fast-paced, collaborative environment where operations blend the energy of a technology office with the hands‑on nature of a warehouse. Our team is driven, focused, and dedicated to scaling a category‑defining business. We work with intensity and passion, shaping the future of hardware rentals.

Customer Service Agents will contact and respond to customers to resolve their inquiries and concerns in a timely manner. This includes calling, texting, and emailing customers using provided tools and templates. The position requires consistent follow-up, accurate record-keeping, and clear communication.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.
• Use internal systems to document customer interactions, feedback, and issue resolutions.
• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.
• Process returns, swaps, and account adjustments according to company policy.
• Provide clear, empathetic communication while maintaining brand voice and professionalism.
• Identify recurring customer issues and report patterns or feedback to management.
• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.
• Contribute to a positive team environment and support continuous process improvement.

Requirements

• Clear and professional communication skills (written and verbal).
• Comfortable making phone calls, sending emails, and managing SMS conversations.
• Reliable, organized, and detail-oriented.
• Experience in customer service, retention, or subscription-based support preferred.

Why Work with Fragile?

• Hybrid work schedule: remote work with in‑person trainings and reviews. Must live in Indiana.
• Be part of a rapidly growing company.
• Opportunities for growth within a fast-paced startup environment.
• $21/hour compensation.