Customer Service Representative

TopView Group; El Paso (TX); Remote; USD 15,000 - 18,000; Full time

Job summary

TopView Group is hiring for a remote customer support role based in Texas. You will handle emails and chat inquiries, assist customers with bookings and changes, and manage high-volume escalations in a fast-paced environment.

Candidates should have strong communication skills, be reliable, and able to work independently. Bilingual English/Spanish is a plus; overnight/weekend availability is required.

Qualifications

• Experience handling customer inquiries via email and chat.
• Ability to manage high-volume escalations professionally.
• Strong communication and problem-solving skills.
• Reliable and able to work independently in a remote setting.
• Bilingual English/Spanish is a plus.

Responsibilities

• Handle customer inquiries (emails and chat) across multiple U.S. cities.
• Assist customers with bookings, changes, and general inquiries.
• Manage high-volume escalations with professionalism and confidence.
• Follow company policies and escalation protocols.
• Accurately document interactions in Zendesk (or similar CRM).
• Work in a fast-paced, high-volume environment.

Skills

Customer service

CRM experience (Zendesk)

Bilingual English/Spanish

Remote work capability

Tools

Zendesk

Job description

TopView is a fast-growing sightseeing and local experiences company offering a wide range of experiences across major cities in the U.S. and London. Our offerings include TopView Hop-On Hop-Off bus tours (available in New York City), Tea Around Town - a unique experience bus tour now operating across major U.S. cities (including New York, Los Angeles, Miami, Chicago, Dallas, Houston, and more), cruises, and bike rentals.

We serve thousands of guests daily and continue to expand into new markets, making this an exciting opportunity to join a rapidly growing, high-volume operation where your work directly impacts the customer experience.

Rate: $12.00/hour

Schedule: Open availability required based on operational needs; Friday through Monday and holiday availability are required, including evenings

Location Requirement: Candidates must be based in Texas

What You’ll Do

• Handle customer inquiries (emails and chat) across multiple U.S. cities
• Assist customers with bookings, changes, and general inquiries
• Manage high-volume escalations with professionalism and confidence
• Follow company policies and escalation protocols
• Accurately document interactions in Zendesk (or similar CRM)
• Work in a fast-paced, high-volume environment

What We’re Looking For

• Strong communication and problem-solving skills
• Experience handling customer escalations, complaints, and high-pressure interactions
• Ability to multitask and stay organized under pressure
• Reliable, professional, and able to work independently
• CRM experience (Zendesk is a plus)

Requirements

• Must be available for overnights, weekends, and holidays
• Must have a reliable computer, internet, and headset
• Must have a quiet workspace
• Must be dependable — attendance and punctuality are critical
• Bilingual is a plus (English and Spanish)
• Must reside in Texas

Additional Info

• Fully remote position (equipment not provided)
• High-volume environment — must be comfortable handling back-to-back interactions
• Opportunities for part-time and full-time schedules

Apply If You

• Stay calm and professional in high-pressure situations
• Are reliable and consistent in a remote role
• Can work independently and take ownership