Customer Support Associate (3-Month Contract)

Recognition Media; United States; Hybride; USD 25 000 - 39 000; Temps partiel

Résumé du poste

Recognition Media is seeking a Customer Support Associate for a three-month contract. You will handle inquiries across multiple awards programs, maintain timely responses, and ensure a high-quality customer experience during a busy period.

The role allows hybrid work from Ashland, KY or full remote within the U.S., with ET business hours. The ideal candidate brings frontline support experience, proficiency with Google Workspace and a major AI platform, plus experience with help desk tools.

Qualifications

• Front-line customer support experience across multiple channels (email, phone).
• Proficient with Google Workspace or Microsoft Office and at least one AI platform (Claude, ChatGPT).
• Experience with shared inbox/help desk tools (Hiver, Zendesk) and a phone system (Dialpad).
• Excellent written and verbal communication with strong attention to detail and a customer-first approach.
• Reliable availability during scheduled hours.
• Ability to multitask, work under pressure, and learn quickly while working independently.

Responsabilités

• Handle inbound customer emails and phone calls for our award programs.
• Develop understanding of awards programs, policies, and processes to provide accurate information.
• Identify and resolve product and service problems efficiently and completely.
• Collaborate with Customer Support and internal teams to share feedback and coordinate solutions.
• Support day-to-day program operations such as data entry and order-related tasks.
• Maintain accurate customer records and follow-ups to ensure inquiries are resolved.
• Adapt to shifting priorities and support additional awards programs as needed.
• Meet team expectations for timely, accurate, professional customer support.

Connaissances

Customer support

Written communication

Independent work

Fast learner

Reliability

Multitasking

Outils

Google Workspace

Microsoft Office

Claude/ChatGPT

Hiver

Zendesk

Dialpad

Description du poste

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About Recognition Media

We are a creative and Internet industry recognition company. Our organization owns and operates the industry's leading awards programs, including The Webby Awards, the Internet industry's most coveted prize, in addition to The Anthem Awards, The Telly Awards and more. Our award brands play a critical role in the creative, social impact and digital marketplaces, signaling which companies and professionals are the best and which projects are setting standards of excellence. While creativity and technology are at the core of what we do, a passion for the industry and the people using it to drive change is what drives us.

Recognition Media embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Position Summary

We are looking for a Customer Support Associate to join our team on a three-month contract. You will be a full contributor from the start, helping us maintain timely responses and strong customer experiences through a busy period of awards program activity.

The ideal candidate is organized, resourceful, persistent, and collaborative, with prior customer service or account management experience and the ability to get up to speed quickly with minimal ramp time.

• Term: November 1, 2026 - January 31, 2027, with potential for extension or transition to a permanent position based on performance and business needs
• Hours: Approximately 40 hours per week, aligned with Eastern Time business hours
• Location: Hybrid out of our Ashland, KY office or fully remote within the U.S.
• Reports to: Interim Director of Customer Support

Responsibilities

• Handle inbound customer emails and phone calls across our award programs, responding in a timely, compassionate, and solution-oriented way
• Quickly develop a strong understanding of assigned awards programs, policies, and processes to provide accurate information and resolve customer inquiries.
• Identify and resolve product and service problems efficiently and completely
• Collaborate with the Customer Support team and internal departments to coordinate solutions, share timely customer feedback, and ensure a seamless customer experience.
• Support day-to-day program operations such as data entry and order-related tasks
• Maintain accurate customer records, conversation notes, and follow-ups to ensure inquiries are tracked and resolved thoroughly.
• Adapt to shifting priorities and provide support across additional awards programs as business needs evolve.
• Meet team expectations for timely, accurate, and professional customer support, with a focus on resolving inquiries as completely as possible

Requirements

• Prior front line Customer Support experience involving more than one response channel (e.g., email and phone)
• Highly proficient with Google Workspace or Microsoft Office, and at least one major AI platform (Claude, ChatGPT)
• Past experience with a shared inbox or help desk tool (Hiver, Zendesk, or similar) and a phone system (Dialpad or similar)
• Excellent written and verbal communication skills with strong attention to detail and a customer-first approach.
• Reliable availability during scheduled hours
• Ability to multitask, remain organized under pressure, and adapt in a fast-paced environment
• Ability to learn quickly and work independently with light supervision

Compensation

• Paid as an independent contractor (1099) upon monthly invoice, with net 30 payment terms
• This contract engagement does not include employee benefits