Customer Service Representative (Remote, Worldwide, US Hours) – Persona

School Result; United States; Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Full benefits

Work from anywhere permanently

Remote role

Job summary

Persona is hiring a Customer Service Representative for a fully remote, long-term role with US business hours. You will handle chats and emails with empathy, track CSAT, and work with cross-functional teams to improve the product experience. No prior experience is required, though customer-facing work is a plus.

You will use Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, and Google Workspace to support clients and ensure high-quality service across multiple time zones.

Qualifications

• Fluent English and strong written communication are required.
• Comfortable with modern helpdesk software and CRM tools.
• Able to commit to full-time, long-term work and US business hours.
• No prior work experience required; customer-facing experience is a plus.
• Preferred: an associate's or bachelor's degree and familiarity with listed tools.

Responsibilities

• Responding to customer chats and emails with empathy and accuracy.
• Monitoring product feedback channels and relaying themes to product/ops teams.
• Keeping customer records accurate in CRM and helpdesk systems.
• Collaborating with teammates to resolve cross-functional issues.
• Proactively contacting customers for onboarding nudges and satisfaction checks.
• Spotting upsell opportunities and routing leads to sales.
• Resolving complaints and escalating when appropriate.
• Learning the client's product to provide accurate answers.
• Tracking CSAT and resolution metrics and improving them weekly.

Skills

Fluent English

Helpdesk software

Strong written communication

US hours availability

Education

Associate or Bachelor's degree preferred

Tools

Zendesk

Intercom

Freshdesk

HubSpot Service

Gorgias

Slack

Zoom

Google Workspace

Job description

Customer Service Representative (Remote, Worldwide, US Hours) – Persona

"No prior work experience is required" is a rare line in a full-time remote support listing, and it's the first thing worth knowing here. The role is aimed at early-career candidates who are fluent in English, comfortable with helpdesk software and able to work during US business hours.

Two details are worth reading closely before applying. Persona is a recruiting and staffing company, so you would be placed with one client company that the listing doesn't name. And the listing gives no pay figure, only the claim of "best salaries in the industry."

About Persona

Persona (Persona Talent, with the legal name Psychometric, Inc., according to its own website) is a recruiting and staffing company founded in 2018. It says it hires people from 98 countries into full-time, long-term remote roles, each dedicated to a single client. It also says it provides onboarding and ongoing employment support. One practical tip: don't confuse it with the identity-verification company of the same name, which is a separate business.

Day-to-Day Duties

• Responding to customer chats and emails with empathy and accuracy
• Monitoring product feedback channels and passing on themes to product and operations teams
• Keeping customer records accurate in CRM and helpdesk systems
• Working with teammates to resolve cross-functional issues
• Contacting customers proactively, such as onboarding nudges, follow-ups and satisfaction checks
• Spotting simple upsell opportunities and routing qualified leads to sales
• Resolving complaints and escalating when appropriate
• Learning the client's product in depth to give accurate answers
• Tracking personal CSAT and resolution metrics and improving them weekly

Who Can Apply

• Fully fluent English
• Comfortable with modern apps and helpdesk technology
• Strong written communication and a service-first mindset
• Able to commit to full-time, long-term work
• Able to work US business hours (Pacific, Central or Eastern time)
• No prior work experience required, though customer-facing experience is an advantage
• Preferred: an associate's or bachelor's degree in any field, familiarity with Zendesk, Intercom, Freshdesk or HubSpot Service, and experience in retail, hospitality or BPO customer service
• Tools listed: Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom and Google Workspace
• Sponsorship: Not addressed. The role is remote and open to applicants in many countries, so no relocation is involved, but the listing doesn't say how work eligibility or employment structure is handled by country.

Pay and Contract Details

• Pay: Not stated. The listing offers "best salaries in the industry" but gives no figure, and "get paid in your currency of choice" is the only payment detail
• Contract type: Full-time and long-term, dedicated to one client. Whether you'd be an employee or contractor isn't specified
• Schedule: US business hours (PT, CT or ET)
• "Full benefits" is claimed, but nothing is itemised
• Persona says it provides onboarding and ongoing employment support
• Growth opportunities and "work from anywhere permanently" are also listed

Before accepting any offer, ask for four things in writing: the pay rate and currency, whether you're an employee or contractor, who your employer of record is, and exactly which benefits apply. Staffing listings often leave these out, and it's reasonable to ask.