Customer Service Associate (INDIA)

NEPSE Trading; Northern (KY); Hybrid; USD 4,500 - 6,100; Full time

Job summary

Brolly Labs dba CatalyzeX is seeking a remote Customer Support Specialist to handle inquiries via phone, email and chat, and assist customers with orders, shipments and returns.

You will troubleshoot issues, stay updated on product offerings, and meet performance metrics in a fast-paced environment, prioritizing clear English communication and empathetic service.

Qualifications

• At least 2 years in a customer-facing role (email and chat support).
• Background in e-commerce or technical accounts is a strong plus.
• Excellent English communication skills, both spoken and written with clarity and grammar.
• Comfortable using American English slang in customer interactions.

Responsibilities

• Handle customer inquiries through calls, emails, and chats.
• Provide product information, process orders, track shipments, and manage returns and exchanges.
• Investigate, diagnose, and resolve technical, product, or process issues by helping customers identify root causes and providing solutions.
• Stay updated on product offerings and company policies to ensure accurate and efficient support.
• Meet performance metrics in a fast-paced, remote work environment.

Skills

Customer support experience

Excellent English communication

Remote work etiquette

Proactive problem-solving

Tools

Gorgias

Zendesk

Kustomer

Recharge

Shopify

Confluence

Job description

Who We Are

Brolly Labs dba CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

• Handle customer inquiries through various channels, including calls, emails, and chats.
• Provide product information, process orders, track shipments, and manage returns and exchanges.
• Investigate, diagnose, and resolve technical, product, or process issues by helping customers identify root causes and providing solutions.
• Stay updated on product offerings and company policies to ensure accurate and efficient support.
• Meet performance metrics in a fast-paced, remote work environment.

Who You Are

• At least 2 years of experience in a customer-facing role (email and chat support)
• Background in e-commerce or technical accounts is a strong plus).
• Familiarity with platforms such as Gorgias, Zendesk, Kustomer, Recharge, Shopify, and Confluence is advantageous.
• Excellent English communication skills, both spoken and written with clarity, precision, and strong grammar.
• Comfortable using natural American English, including common slang, in customer interactions.
• Friendly, empathetic, upbeat, and solution-oriented with strong problem-solving skills.
• Quick thinker who is proactive, resourceful, and adaptable in various situations.

Technical Requirements

• Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection
• Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
• Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on
• Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled
• Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role
• RAM: Minimum 8 GB (16 GB preferred)
• Noise-canceling headset
• Power and internet backup required

Rates and Expectations

• Work Setup: Remote
• Full-Time Role
• INR 45,000 per month
• Omni Channel Support (Phones, Emails)
• Timezone: Eastern or Pacific